In a controversial move, Southwest Airlines is trying to provide better customer service

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Southwest Airlines

Has an airline made you happy lately?

Or did it push you to the levels of desperation you last experienced when you recently flew on an airline?

All too often, airlines seem to promise high levels of service and only end up delivering high levels of anxiety and sadness.

Oddly enough, though, one major airline has taken a big step toward — perhaps — relaxing your wrinkled forehead. Smedgen, at least.

do you see, Southwest Airlineswho prides himself on smiles and jokes – when it’s a little tough You are canceling tens of thousands of flights – I just veered toward more delightful customer service.

You probably didn’t think that Southwest could be more cheerful. Its staff are always very happy, except when they finally lose their temper with some naughty one of the passengers. (And who can blame them for that?)

However, the airline just announced that the customer service voice you hear on the other end of the line — if you can finally get to it — might sound more inclined to help.

No, the airline did not use those words. But, in a holy human frenzy, southwest Announcing the closure of customer service call centers. Yes, all of them. Each one alone. During the COVID-19 pandemic, many are already working remotely. But now, Southwest is fully committed to home service.

Your customer service agent will no longer congregate next to another customer service agent, who will wish they weren’t congregating next to anyone.

Instead, they’ll huddle next to their dog, cat, or exotic green figurine they bought on vacation in South Carolina.

Now, why would Southwest do something like this? Is it to improve the level of customer service? Likely to be. Is it making customer service staff happier? maybe you can be. Or it could be because the airline is finding it so difficult to recruit anyone now that even the slightest extra benefit might tip the scales.

We are talking, after all, about the airline that Suffering from 20% of new hires who didn’t show up on their first day on the job.

over here southwest statement Referring to such dire realities: “Evolution into a completely remote workforce brings more flexibility, both in attracting and hiring new employees from across the country and in scheduling existing employees who have worked with standard efficiency in a remote work environment.”

I’m afraid those with an overly rational front will suggest that this is a bad move. How can these people now be effectively managed? Moreover, some research indicates that working from home It may dampen your productivity.

As can be the case with research, other research He insists that this is nonsense. who did not stop some company – hello, apple From insisting that their employees return or face expulsion from the spaceship.

Moreover, most of the big competitors in the Southwest, such as United, Delta and American, still house customer service staff in large groups of annoyance.

But is there, or has ever been, a reason why those trying to please customers — or at least pacify them — sit in call centers with a cacophony all around them? Was it always just an attempt to control the administration? If I can see you, I know you’re there, so it should work.

In essence, what customers care about is whether a customer service agent actually comes on the line and if they can solve their problem, preferably with a touch of empathy.

There is now at least a chance that Southwest customers will see a slight improvement in mood from customer service agents.

You can sometimes spot their mood, right? A slight turn here, a sigh there, a monotonous tone that says, “I don’t want to be here.”

Now, you may hear happy barking or meowing in the background. It would be on the brand for Southwest, right?