Webref Case Study Rrf
Observed the baggage delivery of flight 3170 on 8/26. Flight 3170 arrived at 13:45; the last bag arrived at 14:05 (20 minutes) and the only Priority bag was firsts. Unclaimed bags were removed and secured.
On 8/27 agent Barbara arrived at the office at 0743. It states in WebRef the office opens at 0700; Barbara stated the office opens at 0730. WebRef is a tool used to communicate with customers, suggest the time in WebRef reflect the correct time and the office is open at the published time. When analyst arrived in the office agent Barbara was talking on her cell phone with a drink in front of her on the counter. She put the phone on the counter and offered a greeting. When analyst introduced herself Barbara then took the phone and the drink to the back office and ended the phone conversation. No claims when taken. Barbara used several of the elevate behaviors when interacting with co-workers and when answering the phone. There were no PPQ forms available and a sign on the back file stated If no PPQ forms are available direct customer to aa.com/baggage. There should always be a supply of PPQ forms available. Directing a customer, who in the baggage office to get their own PPQ form because of our error is not elevating the customers experience during a challenging situation. Barbara used WebRef to find many of the baggage policies and procedures and interview answers. Barbara did not know the process when a customer losses something on a flight (blue card or aa.com/lost and found), what to tell a customer requesting a bag fee refund or when to call for a CRO. She did not know that both a …show more content…
Suggest agents regularly check car seats and booster seats expiration dates. The computer was placed on top of a drawer and was not locked. All computers (including computers at the BSO counters) must be secured in a locked cabinet or drawer. The current BSO scorecard was not displayed for agents to
On 8/27 agent Barbara arrived at the office at 0743. It states in WebRef the office opens at 0700; Barbara stated the office opens at 0730. WebRef is a tool used to communicate with customers, suggest the time in WebRef reflect the correct time and the office is open at the published time. When analyst arrived in the office agent Barbara was talking on her cell phone with a drink in front of her on the counter. She put the phone on the counter and offered a greeting. When analyst introduced herself Barbara then took the phone and the drink to the back office and ended the phone conversation. No claims when taken. Barbara used several of the elevate behaviors when interacting with co-workers and when answering the phone. There were no PPQ forms available and a sign on the back file stated If no PPQ forms are available direct customer to aa.com/baggage. There should always be a supply of PPQ forms available. Directing a customer, who in the baggage office to get their own PPQ form because of our error is not elevating the customers experience during a challenging situation. Barbara used WebRef to find many of the baggage policies and procedures and interview answers. Barbara did not know the process when a customer losses something on a flight (blue card or aa.com/lost and found), what to tell a customer requesting a bag fee refund or when to call for a CRO. She did not know that both a …show more content…
Suggest agents regularly check car seats and booster seats expiration dates. The computer was placed on top of a drawer and was not locked. All computers (including computers at the BSO counters) must be secured in a locked cabinet or drawer. The current BSO scorecard was not displayed for agents to