Return of Delta’s Red Coats highlights importance of customer service
In football, you can’t overestimate the importance of blocking and tackling.
In business, the key appears to be customer service. Over and over again in this recession, companies are emphasizing — in words and deeds — that they have to pay more attention to the people who pay the bills — their customers.
The latest example is the return of the Red Coats at Delta. These premier customer-service employees, who were eliminated in a cost-cutting move in 2005, can resolve many passenger problems on the spot.
As the economy continues to present a challenging picture, expect more companies to upgrade their service or face deeper trouble.
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