Ryanair pledged to curtail the curtness attitude it gives clients as it reckons that it is hurting it's brand image more than the economic value added cost cutting has done.
Delving into the root of the problem it is a question of demotivated potentially underpaid staff who are rubbing the curt attitude of management onto the client. Rules are rules and have to be obeyed but if you are grumpy at work you tend to vent off that anger on weaker elements - in this case clients.
This form of attitude (management-induced-negativism) is a cultural issue and needs careful addressing. It is no secret that Ryanair's staff are not the best of the jolliest bunch. But there is a way and a way how to keep people motivated. By our reckoning Ryanair they just cut it to the bone and you can see that in the attitude!
HR issues in customer service are several such as
1-A happy employee makes a happy client
2-Employee relations reflect client relations
3-Customer service is a brand issue
4-Customer service starts at the top
5-Who is your Chief Client's Officer?
"The fish stinks from it's head"
*Ryanair chief executive Michael O’Leary said the company plans to revamp its website and concentrate more on its mobile and social media strategy. Photograph: Chris Ratcliffe/Bloomberg
Managing Director and Chief Programmes Officer based in Malta and an avid entrepreneur who likes sharing his expertise in various fields with people from all walks of life.
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