'Dear Mr. Human': United Airlines Suffers Another Embarrassing Customer Service BlunderA customer service letter addressed 'Dear Mr. Human' follows another dispatch last July in which various automated fields had been left completely blank.
ByGeoff Weiss•
Opinions expressed by Entrepreneur contributors are their own.
Thecustomer servicedepartment at United Airlines certainly has a way with words.
For the second time, the Chicago-headquartered company has sent out anautomated apology letter对其不满的乘客甚至没有之一bothering to fill in specifying fields.
In response to a complaint filed by travel reporter Chris Chmura, whomissed his flightafter it departed 20 minutes ahead of schedule, the airline issued an apology not to Chmura but in a letter that was addressed "Dear Mr. Human."
The icy reference is repeated throughout -- as in, "Mr. Human, your email clearly expresses your disappointment…" and, "Mr. Human, you have made a significant contribution to our airline."
Related:Are You Really Listening to Your Customers?
首先这不是航空公司的过失。In July, Reddit user lyndy shared a photo of another peculiar correspondence from United, the body of which contained several fields that had been left untouched, including "(SPECIFIC EVENT)", "(SPECIFIC ITEM)" and "(CUSTOMER NAME)." Check it outhere.
The oversight feels particularly offensive given that, in recent years, social media has turned into a roaring forum for customer complaints -- as well as a strategic platform,when harnessed appropriately, upon which businesses can respond.
And just ask Coca-Cola about how much consumers appreciate seeing their own names in print. The company's "Share a Coke' campaign -- in which Coke bottle labels were personalized with 250 popular names --reversed a negative sales trendthat had plagued the company for over a decade.
While United has yet to respond to an onslaught of ridicule, American Airlines took the opportunity to take a slight jab at its competitor. "We assure you there has been no #robot takeover here!" Americantweeted. "We're human and here to help 24/7."
Related:Spare Me Your Platitudes. Customers Are Tired of Insincere Support.
