quote:Originally posted by Lizz
I do 'give a toss about my job' it pays my bills. and okay if the situation occurs I will find out about it, I was sure I heard one of my supervisors mention it, that's all, I don't appriciate people biting my head off!
Wake up then. You have trundled over to a predominantly customer forum, blurted out that you are staff and work on check-in and then made several cringe worthy references to your employer and its customers. Virgin spend £m's advertising the products, and you dismiss the product training as dull. You have the intellect to realise that your job pays the bills, so show some more respect to it and the people that are keeping you employed.
I'm just pointing out some home truths that people do not seem to realise and when I say product training is dull I mean it in a way that I do not like sitting in a classroom, I prefer being with people and having a chat with be it staff or passengers, but I will not lie about the fact that a small minority make my job a living hell and I want people to realise that and that is mainly the reason why I joined this forum. I do not wish to make enemies, but if I were a passenger I would take into consideration that staff can be having bad days, and might not be able to put a smile on for people for one reason or another. Alot of things I've read on here relate to staff not delivering outstanding customer service the whole time be it on the ground or in the air, and I would like to see them try and do a better job!
quote:Originally posted by Lizz
but I will not lie about the fact that a small minority make my job a living hell and I want people to realise that and that is mainly the reason why I joined this forum.
If this is your motivation, it is no wonder you have generated some of the robust responses to your posts.
quote:I do not wish to make enemies, but if I were a passenger I would take into consideration that staff can be having bad days, and might not be able to put a smile on for people for one reason or another. Alot of things I've read on here relate to staff not delivering outstanding customer service the whole time be it on the ground or in the air, and I would like to see them try and do a better job!
The best way to promote tolerance is through empathy and understanding of the other person's point of view - i will freely admit that my attitudes have changed over the years once others have taken the time to patiently put forward their point of view in reasoned discussion
buns
but I will not lie about the fact that a small minority make my job a living hell and I want people to realise that and that is mainly the reason why I joined this forum.
If this is your motivation, it is no wonder you have generated some of the robust responses to your posts.
quote:I do not wish to make enemies, but if I were a passenger I would take into consideration that staff can be having bad days, and might not be able to put a smile on for people for one reason or another. Alot of things I've read on here relate to staff not delivering outstanding customer service the whole time be it on the ground or in the air, and I would like to see them try and do a better job!
The best way to promote tolerance is through empathy and understanding of the other person's point of view - i will freely admit that my attitudes have changed over the years once others have taken the time to patiently put forward their point of view in reasoned discussion
buns
okay, I appriciate that, but another reason why I joined is because I do like to take other peoples views into consideration, I want to see how I could improve what I do, but (and I do know I am rather blunt in putting my point across but that's how I am) I want people to realise it's not an easy job however easy it may look. I shall openly apologise if I have caused any offence but it's my opinion.
Lizz, free advice, you are welcome to your opinion, but this is the wrong place to voice them, trust me we all understand what total muppets the human race can be when it puts it's mind to it, but this is the wrong place for a VS/Swissport employee to explain this to us.
Go to one of the many airline employee websites where you can voice your frustrations with people who are in the same line of work as yourself.
Go to one of the many airline employee websites where you can voice your frustrations with people who are in the same line of work as yourself.
A company's greatest asset is its staff and on this board there are some sterling examples of this - people who are people-centred and job focussed, who are passionate about VS and want the passengers to have the best experience possible under very difficult circumstances. They are willing to learn and have joined the forum to find out how they can improve on what they offer. Unfortunately you are not one of these and it shows in your attitude. You diss passengers, especially premium passengers, dismiss product training as boring and expect passengers to take into consideration that staff might be having a bad day.
Sorry, sweetheart. You're in the wrong job.
Product training boring? Possibly but how are you going to inform people what is available if you don't know what's on offer. There have been examples in the past of passengers having to inform check-in staff about upgrades probably because these staff have not been bothered to learn the basics. Are you one of those?
We must take into consideration that staff might be having a bad day??!! So might the passenger. He/she might be taking the trip because a family member is dying or has just died; they may be going on holiday following a painful divorce; they may be going on one final trip because they are terminally ill. Remember not everyone travelling to MCO is going on holiday. They are expected to consider the feelings of the check-in staff? If the staff member is having a bad day then they should put it behind them or else ask their supervisor to remove them from front-line duties if possible. A good supervisor will do that or at least should support that staff member during any difficult period.
So you 'don't appreciate people biting your head off '? Well we don't appreciate staff not recognising we are the customer. Most of us are courteous and appreciative of VS staff but that appreciation has to be earned.
Sorry, sweetheart. You're in the wrong job.
Product training boring? Possibly but how are you going to inform people what is available if you don't know what's on offer. There have been examples in the past of passengers having to inform check-in staff about upgrades probably because these staff have not been bothered to learn the basics. Are you one of those?
We must take into consideration that staff might be having a bad day??!! So might the passenger. He/she might be taking the trip because a family member is dying or has just died; they may be going on holiday following a painful divorce; they may be going on one final trip because they are terminally ill. Remember not everyone travelling to MCO is going on holiday. They are expected to consider the feelings of the check-in staff? If the staff member is having a bad day then they should put it behind them or else ask their supervisor to remove them from front-line duties if possible. A good supervisor will do that or at least should support that staff member during any difficult period.
So you 'don't appreciate people biting your head off '? Well we don't appreciate staff not recognising we are the customer. Most of us are courteous and appreciative of VS staff but that appreciation has to be earned.
quote:Originally posted by Lizz
..... Alot of things I've read on here relate to staff not delivering outstanding customer service the whole time be it on the ground or in the air, and I would like to see them try and do a better job!
Actually you have been responding to justifiable comments made in one trip report and generalising from that. My reading of the TR was that the pax did not get even GOOD let alone excellent service.
You have also used a broad brush to insult your customers - all UC pax are arrogant etc.
You have also denigrated your employer - e.g. the training is provides is dull or useless.
I am sure you are aware of airline staff being sacked for making such comments on other public fora.
The vast majority of trip reports on v-flyer praise all aspects of the VS service including check-in staff and cabin crew. Many of us also email VS customer services to tell them about staff who provide an exceptional service or who go out of their way to help a pax no matter what cabin they travel in. I myself have sent emails and these have always been appreciated by VS customer SERVICES.
Where there are faults we are, as the paying pax, entitled to make comment on them and we expect VS to act on them to try and stop them happening again.
VS promises pax a good service in all its advertising, so we are entitled to receive such services.
You as a member of VS staff should, like other staff members (not mentioning their names) on here do, by taking comments on board and using them to improve the service you and your colleagues provide.
Why do pax get annoyed and angry? because staff in the main are not doing their jobs properly. Yes a minority of requests are totally outlandish but surely not all of then?
Get the basics right and the rest will follow - including a reduction in the number of complaints. A pax that you have annoyed at check-in will more than likely be an annoyed pax in the cabin.
..... Alot of things I've read on here relate to staff not delivering outstanding customer service the whole time be it on the ground or in the air, and I would like to see them try and do a better job!
Actually you have been responding to justifiable comments made in one trip report and generalising from that. My reading of the TR was that the pax did not get even GOOD let alone excellent service.
You have also used a broad brush to insult your customers - all UC pax are arrogant etc.
You have also denigrated your employer - e.g. the training is provides is dull or useless.
I am sure you are aware of airline staff being sacked for making such comments on other public fora.
The vast majority of trip reports on v-flyer praise all aspects of the VS service including check-in staff and cabin crew. Many of us also email VS customer services to tell them about staff who provide an exceptional service or who go out of their way to help a pax no matter what cabin they travel in. I myself have sent emails and these have always been appreciated by VS customer SERVICES.
Where there are faults we are, as the paying pax, entitled to make comment on them and we expect VS to act on them to try and stop them happening again.
VS promises pax a good service in all its advertising, so we are entitled to receive such services.
You as a member of VS staff should, like other staff members (not mentioning their names) on here do, by taking comments on board and using them to improve the service you and your colleagues provide.
Why do pax get annoyed and angry? because staff in the main are not doing their jobs properly. Yes a minority of requests are totally outlandish but surely not all of then?
Get the basics right and the rest will follow - including a reduction in the number of complaints. A pax that you have annoyed at check-in will more than likely be an annoyed pax in the cabin.
Huzzah for International Jet-setting !
quote:Originally posted by tontybear
Why do pax get annoyed and angry? because staff in the main are not doing their jobs properly. Yes a minority of requests are totally outlandish but surely not all of then?
Let's not forget that some passengers are simply really obnoxious, some are drunk and some are nervous: if I were crew I too would bemoan the drunk and obnoxious to my workmates, just not in public, and when facing these pax this is where being a professional and part of a team comes into play?
Why do pax get annoyed and angry? because staff in the main are not doing their jobs properly. Yes a minority of requests are totally outlandish but surely not all of then?
Let's not forget that some passengers are simply really obnoxious, some are drunk and some are nervous: if I were crew I too would bemoan the drunk and obnoxious to my workmates, just not in public, and when facing these pax this is where being a professional and part of a team comes into play?
There's a plane at JFK, to fly you back from far away
all those dark and frantic transatlantic miles
all those dark and frantic transatlantic miles
Most discord between staff and customer happens when one side has unrealistic expectations of the other (and yes, I admit that those unrealistic expectations are more likely held by the customer than the staff member, but not always).
One benefit of V-Flyer is that you don't have to be kicking around these forums very long to get a picture of what are the realistic expectations. We tend to find out what the policy, procedures and service delivery promises are pretty much as soon as they get implemented (or withdrawn), so our good humour is tested when staff don't know their own jobs. Your example of child seats in Upper is, sad to say, a classic example. How many customers have you given that information too, for them only to find out the truth onboard? You say you prefer chatting rather than training (not a difficult choice for most), but if you're getting your product knowledge from chatting and you now know it is incorrect, then surely this specific example alone should be enough for you to want to seek out a refresher? What other 'facts' that you believe to be true could actually just be erroneous hearsay?
That is not to say the majority of V-Flyers don't have empathy for your position on check-in when you have a complete moron in front of you shouting the odds about a free upgrade, not getting their first choice of seat or the fact an engine falling off the plane might make them a teensy-bit delayed for their oh-so-important business meeting. We've all seen them, and they annoy other passengers just as much as they annoy you. They get short shrift on V-Flyer from their peers when they come looking for advice on compensation because of how 'unfairly treated' they were. But one of our goals is to educate the morons as to what is realistic. Your end of the bargain is to deliver what it says on the tin. If you don't know what's in the tin, it's about time you re-read the label.
Pete
One benefit of V-Flyer is that you don't have to be kicking around these forums very long to get a picture of what are the realistic expectations. We tend to find out what the policy, procedures and service delivery promises are pretty much as soon as they get implemented (or withdrawn), so our good humour is tested when staff don't know their own jobs. Your example of child seats in Upper is, sad to say, a classic example. How many customers have you given that information too, for them only to find out the truth onboard? You say you prefer chatting rather than training (not a difficult choice for most), but if you're getting your product knowledge from chatting and you now know it is incorrect, then surely this specific example alone should be enough for you to want to seek out a refresher? What other 'facts' that you believe to be true could actually just be erroneous hearsay?
That is not to say the majority of V-Flyers don't have empathy for your position on check-in when you have a complete moron in front of you shouting the odds about a free upgrade, not getting their first choice of seat or the fact an engine falling off the plane might make them a teensy-bit delayed for their oh-so-important business meeting. We've all seen them, and they annoy other passengers just as much as they annoy you. They get short shrift on V-Flyer from their peers when they come looking for advice on compensation because of how 'unfairly treated' they were. But one of our goals is to educate the morons as to what is realistic. Your end of the bargain is to deliver what it says on the tin. If you don't know what's in the tin, it's about time you re-read the label.
Pete
#471766 by Guest
03 Apr 2009, 11:54
03 Apr 2009, 11:54
quote:Originally posted by Lizz
I'm just pointing out some home truths that people do not seem to realise and when I say product training is dull I mean it in a way that I do not like sitting in a classroom, I prefer being with people and having a chat with be it staff or passengers, but I will not lie about the fact that a small minority make my job a living hell and I want people to realise that and that is mainly the reason why I joined this forum. I do not wish to make enemies, but if I were a passenger I would take into consideration that staff can be having bad days, and might not be able to put a smile on for people for one reason or another. Alot of things I've read on here relate to staff not delivering outstanding customer service the whole time be it on the ground or in the air, and I would like to see them try and do a better job!
Lizz,
As a very frequent premium passenger I witness how you job should be done as I feel I am able to comment on your lack lustre attidude displayed here. IF you worked for me I would start restoring efficiency proceedures to sharpen your attitude to your clients up at the same time as making preparations for you to depart the job if they didnt work. [|:)]
Hacknyguy
I'm just pointing out some home truths that people do not seem to realise and when I say product training is dull I mean it in a way that I do not like sitting in a classroom, I prefer being with people and having a chat with be it staff or passengers, but I will not lie about the fact that a small minority make my job a living hell and I want people to realise that and that is mainly the reason why I joined this forum. I do not wish to make enemies, but if I were a passenger I would take into consideration that staff can be having bad days, and might not be able to put a smile on for people for one reason or another. Alot of things I've read on here relate to staff not delivering outstanding customer service the whole time be it on the ground or in the air, and I would like to see them try and do a better job!
Lizz,
As a very frequent premium passenger I witness how you job should be done as I feel I am able to comment on your lack lustre attidude displayed here. IF you worked for me I would start restoring efficiency proceedures to sharpen your attitude to your clients up at the same time as making preparations for you to depart the job if they didnt work. [|:)]
Hacknyguy
quote:Originally posted by Pete
Most discord between staff and customer happens when one side has unrealistic expectations of the other (and yes, I admit that those unrealistic expectations are more likely held by the customer than the staff member, but not always).
One benefit of V-Flyer is that you don't have to be kicking around these forums very long to get a picture of what are the realistic expectations. We tend to find out what the policy, procedures and service delivery promises are pretty much as soon as they get implemented (or withdrawn), so our good humour is tested when staff don't know their own jobs. Your example of child seats in Upper is, sad to say, a classic example. How many customers have you given that information too, for them only to find out the truth onboard? You say you prefer chatting rather than training (not a difficult choice for most), but if you're getting your product knowledge from chatting and you now know it is incorrect, then surely this specific example alone should be enough for you to want to seek out a refresher? What other 'facts' that you believe to be true could actually just be erroneous hearsay?
That is not to say the majority of V-Flyers don't have empathy for your position on check-in when you have a complete moron in front of you shouting the odds about a free upgrade, not getting their first choice of seat or the fact an engine falling off the plane might make them a teensy-bit delayed for their oh-so-important business meeting. We've all seen them, and they annoy other passengers just as much as they annoy you. They get short shrift on V-Flyer from their peers when they come looking for advice on compensation because of how 'unfairly treated' they were. But one of our goals is to educate the morons as to what is realistic. Your end of the bargain is to deliver what it says on the tin. If you don't know what's in the tin, it's about time you re-read the label.
Pete
Lizz,
I'm joining this discussion belatedly; however, our publisher Pete has very well summed up the various input you've received from our moderating team and other respected members of V-Flyer. We are here to enjoy a discourse on the Virgin brands, but most especially how Virgin delivers on its customer service goals. Of course, during this discussion we inevitably focus on staff, because it is, in all organizations, the company's most important asset.
That you do not care for your job is obvious. That you would stay there and not find work more to your liking is not as understandable, to me at least.
VS is not perfect, but neither is any company. As long as you remain a part of the team, however, my feeling is that you owe the company a measure of loyalty. Not of the false, flattering variety, mind you; your opinions matter and you should voice them. The loyalty I speak of is the need to recognize that everyone, including you, must work together to form a great team. As long as you hold the angry feelings you're putting out here on V-Flyer this will be impossible.
Chuck-
Most discord between staff and customer happens when one side has unrealistic expectations of the other (and yes, I admit that those unrealistic expectations are more likely held by the customer than the staff member, but not always).
One benefit of V-Flyer is that you don't have to be kicking around these forums very long to get a picture of what are the realistic expectations. We tend to find out what the policy, procedures and service delivery promises are pretty much as soon as they get implemented (or withdrawn), so our good humour is tested when staff don't know their own jobs. Your example of child seats in Upper is, sad to say, a classic example. How many customers have you given that information too, for them only to find out the truth onboard? You say you prefer chatting rather than training (not a difficult choice for most), but if you're getting your product knowledge from chatting and you now know it is incorrect, then surely this specific example alone should be enough for you to want to seek out a refresher? What other 'facts' that you believe to be true could actually just be erroneous hearsay?
That is not to say the majority of V-Flyers don't have empathy for your position on check-in when you have a complete moron in front of you shouting the odds about a free upgrade, not getting their first choice of seat or the fact an engine falling off the plane might make them a teensy-bit delayed for their oh-so-important business meeting. We've all seen them, and they annoy other passengers just as much as they annoy you. They get short shrift on V-Flyer from their peers when they come looking for advice on compensation because of how 'unfairly treated' they were. But one of our goals is to educate the morons as to what is realistic. Your end of the bargain is to deliver what it says on the tin. If you don't know what's in the tin, it's about time you re-read the label.
Pete
Lizz,
I'm joining this discussion belatedly; however, our publisher Pete has very well summed up the various input you've received from our moderating team and other respected members of V-Flyer. We are here to enjoy a discourse on the Virgin brands, but most especially how Virgin delivers on its customer service goals. Of course, during this discussion we inevitably focus on staff, because it is, in all organizations, the company's most important asset.
That you do not care for your job is obvious. That you would stay there and not find work more to your liking is not as understandable, to me at least.
VS is not perfect, but neither is any company. As long as you remain a part of the team, however, my feeling is that you owe the company a measure of loyalty. Not of the false, flattering variety, mind you; your opinions matter and you should voice them. The loyalty I speak of is the need to recognize that everyone, including you, must work together to form a great team. As long as you hold the angry feelings you're putting out here on V-Flyer this will be impossible.
Chuck-
I wasn't going to post again because basically I'm abit bored! However, yes I may come across as rude, obnoxious and that I really couldn't care less about anyone or anything, however the fact that I've been in the job a year must show something, there are some days I really enjoy, I speak to lovely people, they chat to me about where and what they are going to do on holiday and it's these people that do get me through it. I do know of the airline staff being sacked for things, I'll be completely honest with you it has almost happened to me, but I won't go into that. Nehoo, the whole child seat in UC I heard that off my supervisor, who am I to question that? As for refresher training (just to keep youns happy) I do have it coming up; but I think a big problem with not knowing odd things is because things can change so drastically without much notice, if any of you guys have got to checkin just before we open you will see we have a staff brief, odd changes management do not think need any training will be mentioned here and yes it can be forgotton. A good example of this is when ESTA came in on the 12th Jan, noone knew what was going on and it wasn't until last month we got training about it and how our system is soon going to change (which is why green forms are still being filled in).
Now as I mentioned at the start of my post yes I seem truely awful, the sort of check-in agent you would never want to meet; but (and I'm not just being big headed!) I am nice, friendly, helpful etc if you have a problem I will try and solve it, I try to seat everyone together, I explain what I am doing, I smile, if I'm unsure of something I ask someone else thata may know. I just read a post in another topic (which I'm sure most of you read) and it just blew a fuse. I just want people to realise that as in anything it's give and take, if you are down right rude to me why the hell should I be all nice and friendly, yes I'll help but there's only so much I can do, I can't magic new seats or cook meals to go onboard, and okay so 'it's my job' and 'it's what a professional should do' well I'm sorry but I can't help the way I am, if a friend or relative started having a go at you, would you just keep quiet and carry on being nice (ok some might) but the majority would get in a mood, or say something back, so why should I take something like this off someone I do not know? With regards to check-in staff I know who's nice and who's not even though they are my friends and I can honestly say I am not one of these people.
Anyway rant over
Now as I mentioned at the start of my post yes I seem truely awful, the sort of check-in agent you would never want to meet; but (and I'm not just being big headed!) I am nice, friendly, helpful etc if you have a problem I will try and solve it, I try to seat everyone together, I explain what I am doing, I smile, if I'm unsure of something I ask someone else thata may know. I just read a post in another topic (which I'm sure most of you read) and it just blew a fuse. I just want people to realise that as in anything it's give and take, if you are down right rude to me why the hell should I be all nice and friendly, yes I'll help but there's only so much I can do, I can't magic new seats or cook meals to go onboard, and okay so 'it's my job' and 'it's what a professional should do' well I'm sorry but I can't help the way I am, if a friend or relative started having a go at you, would you just keep quiet and carry on being nice (ok some might) but the majority would get in a mood, or say something back, so why should I take something like this off someone I do not know? With regards to check-in staff I know who's nice and who's not even though they are my friends and I can honestly say I am not one of these people.
Anyway rant over
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