Comments on: How much abuse would you take for $38,900 a year? http://www.elliott.org/blog/how-much-abuse-would-you-take-for-38900-a-year/ Consumer advocate Christopher Elliott's site. Fri, 10 Feb 2012 05:25:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Marc http://www.elliott.org/blog/how-much-abuse-would-you-take-for-38900-a-year/comment-page-1/#comment-7770 Marc Fri, 11 Jan 2008 00:30:05 +0000 http://www.elliott.org/blog/how-much-abuse-would-you-take-for-38900-a-year/#comment-7770 Great article. Your readers might want to try www.Measuredup.com a fun customer service review website where people share reviews with other users and with companies. Companies that are involved with and value customer service read Measuredup to keep up on what people are saying and to be able to improve customer service. It is free and easy to use. Great article.

Your readers might want to try http://www.Measuredup.com a fun customer service review website where people share reviews with other users and with companies. Companies that are involved with and value customer service read Measuredup to keep up on what people are saying and to be able to improve customer service.

It is free and easy to use.

]]> By: Jacob (Fusiler) http://www.elliott.org/blog/how-much-abuse-would-you-take-for-38900-a-year/comment-page-1/#comment-7044 Jacob (Fusiler) Wed, 12 Dec 2007 02:12:55 +0000 http://www.elliott.org/blog/how-much-abuse-would-you-take-for-38900-a-year/#comment-7044 I think the real lesson is "you catch more flies with sugar"...but then again, flies congregate around--er--feces as well. I agree with you MarkA. I guess the question is, are we talking about the people at the counter or the people on the phone? If we're talking about phone reps, then these people had better be able to take a LOT of abuse for $39,800. I've known people to work much crappier (L.A. Times Newspaper Complaint line) for years in the hopes of making their way up to $10/hr. By default, I'm nice to the rep; not because I particularly like them, or have some deep connection to their plight, but because in the end they're the only ones (or their team lead/in-charge/manager/supervisor) who can bend the rules for me. One thing I do know a thing or two about, is that hell hath no apathy like an CSR rep who is getting screamed at. I think the real lesson is “you catch more flies with sugar”…but then again, flies congregate around–er–feces as well. I agree with you MarkA.

I guess the question is, are we talking about the people at the counter or the people on the phone? If we’re talking about phone reps, then these people had better be able to take a LOT of abuse for $39,800. I’ve known people to work much crappier (L.A. Times Newspaper Complaint line) for years in the hopes of making their way up to $10/hr.

By default, I’m nice to the rep; not because I particularly like them, or have some deep connection to their plight, but because in the end they’re the only ones (or their team lead/in-charge/manager/supervisor) who can bend the rules for me. One thing I do know a thing or two about, is that hell hath no apathy like an CSR rep who is getting screamed at.

]]> By: Terri Jean http://www.elliott.org/blog/how-much-abuse-would-you-take-for-38900-a-year/comment-page-1/#comment-7038 Terri Jean Tue, 11 Dec 2007 21:01:33 +0000 http://www.elliott.org/blog/how-much-abuse-would-you-take-for-38900-a-year/#comment-7038 My husband worked for UA as a customer service agent on the concourse at the airport for 17 months. He finally had to quit due to the low pay. He started out at $6.25 per hour and when he left he was making $7.00 an hour. He worked many, many hours of overtime just to be able to pay bills. He was yelled at, called every cuss word known, and even had a customer hit him. Out of his training class of 21 people only 1 is still working at UA after 2 years. The airlines do have rules that employees are required to follow but people assumed he was just trying to ruin their trips. Most travelers can’t seem to comprehend the fact that a storm in Chicago can affect flights in California. The weather is great at their airport so why is their flight delayed or cancelled. The average traveler also seems to believe that the airlines have an endless supply of planes, pilots and flight attendants just sitting around each airport. The employee you talk to does not make the rules, can’t make the plane get there on time or want to ruin your trip. They just want to be treated with respect just the same as you. My husband worked for UA as a customer service agent on the concourse at the airport for 17 months. He finally had to quit due to the low pay. He started out at $6.25 per hour and when he left he was making $7.00 an hour. He worked many, many hours of overtime just to be able to pay bills. He was yelled at, called every cuss word known, and even had a customer hit him. Out of his training class of 21 people only 1 is still working at UA after 2 years.
The airlines do have rules that employees are required to follow but people assumed he was just trying to ruin their trips. Most travelers can’t seem to comprehend the fact that a storm in Chicago can affect flights in California. The weather is great at their airport so why is their flight delayed or cancelled. The average traveler also seems to believe that the airlines have an endless supply of planes, pilots and flight attendants just sitting around each airport.
The employee you talk to does not make the rules, can’t make the plane get there on time or want to ruin your trip. They just want to be treated with respect just the same as you.

]]> By: Mary http://www.elliott.org/blog/how-much-abuse-would-you-take-for-38900-a-year/comment-page-1/#comment-7027 Mary Tue, 11 Dec 2007 20:36:17 +0000 http://www.elliott.org/blog/how-much-abuse-would-you-take-for-38900-a-year/#comment-7027 'How much abuse would you take for $38,900 a year?' The article makes an interesting point, but I wonder how an airline representative's salary compares to other workers in the travel industry? Or in the customer services sector in general? For instance, I know hotel housekeepers who have worked for $10.00 an hour, and that's generous pay for some hotels. I worked as a substitute teacher for a year and earned much less than an airline customer service representative. Sadly, people don't get paid for the amount of abuse they take. Anyone who has to deal with the public deserves courtesy and respect. ‘How much abuse would you take for $38,900 a year?’

The article makes an interesting point, but I wonder how an airline representative’s salary compares to other workers in the travel industry? Or in the customer services sector in general?

For instance, I know hotel housekeepers who have worked for $10.00 an hour, and that’s generous pay for some hotels. I worked as a substitute teacher for a year and earned much less than an airline customer service representative.

Sadly, people don’t get paid for the amount of abuse they take. Anyone who has to deal with the public deserves courtesy and respect.

]]> By: Douglas Muth http://www.elliott.org/blog/how-much-abuse-would-you-take-for-38900-a-year/comment-page-1/#comment-7025 Douglas Muth Tue, 11 Dec 2007 19:14:40 +0000 http://www.elliott.org/blog/how-much-abuse-would-you-take-for-38900-a-year/#comment-7025 Something worth keeping in mind, however, is that with exchange rates and whatnot, $13,800 will get you a lot further in India than it will in the US. That's why labor there is cheaper in the first place. Of course, with the USAnian dollar plummeting, we may eventually approach equilibrium with other currencies, which would have the effect of making foreign labor *less* attractive because it would cost more. Funny how that works out. :-P Something worth keeping in mind, however, is that with exchange rates and whatnot, $13,800 will get you a lot further in India than it will in the US. That’s why labor there is cheaper in the first place.

Of course, with the USAnian dollar plummeting, we may eventually approach equilibrium with other currencies, which would have the effect of making foreign labor *less* attractive because it would cost more. Funny how that works out. :-P

]]> By: MarkA http://www.elliott.org/blog/how-much-abuse-would-you-take-for-38900-a-year/comment-page-1/#comment-7018 MarkA Tue, 11 Dec 2007 13:01:30 +0000 http://www.elliott.org/blog/how-much-abuse-would-you-take-for-38900-a-year/#comment-7018 So, now low is pay an acceptable excuse for poor service and customer-hostile attitude? When you took that "customer service" position, did you think that 90% of the folks you would be dealing with were going to be full of compliments and sunny dispositions? C'mon! Last time I checked, you could still quit jobs that you don't like. Sure, there's going to be the occasional flare-ups, especially if your employer (the airlines) makes "corporate decisions" that seem designed to tick off your customers. If you truly believe that you're "not paid enough to take this crap", go somewhere where your are either paid sufficiently to put up with the abuse, or the crap level is lower. So, now low is pay an acceptable excuse for poor service and customer-hostile attitude? When you took that “customer service” position, did you think that 90% of the folks you would be dealing with were going to be full of compliments and sunny dispositions? C’mon! Last time I checked, you could still quit jobs that you don’t like. Sure, there’s going to be the occasional flare-ups, especially if your employer (the airlines) makes “corporate decisions” that seem designed to tick off your customers. If you truly believe that you’re “not paid enough to take this crap”, go somewhere where your are either paid sufficiently to put up with the abuse, or the crap level is lower.

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