129: TSA Customer Service

Jeannie and Adam discuss recent issues with the TSA check-in process and how many of the customer experience nightmares that emerged around it could have been avoided. TSA Customer Service Customer service in government security… Dare we use these phrases in the same sentence? In many cases, TSA agents have done an excellent job providing good customer service while staying firm with security regulations. There are many people doing great work in the organization! However, the TSA has been in the news a lot lately due to increasing wait times and other poor experiences. Travelers have taken to Twitter using the hashtag #hatethewait to vent the frustrations about long lines and ill-prepared staff. This could happen to any organization that doesn’t look ahead, see trends, or react quickly enough. What’s really wrong here, and how could these situations be avoided? Adam and Jeannie discuss their own experiences with the TSA to uncover how they could leverage resources they already have to ease frustration, avoid bottlenecks, and improve the overall experience. Related Content 360Connext® post, How Micromapping Can Save Your Business Episode 123: CXPA Live, Regulated Industry Challenges Episode 022: TripIt’s Amy Jackson Sponsor message: Develop your customer experience mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe develop and internalize unique and scalable customer-focused missions. To compete with the other 89% of companies staying afloat by providing better experiences, you need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission to Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com. Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices