Recent Customer Service Issues in the News
The recent incident of removing passengers from a sold-out United flight to make room for United crew (no, it was not “overbooked” as even this author alludes) just brought to light the many failures in customer service of late. So many points in this article by Jonathan Lansner ring true, from “big data” not accounting for the human component, to corporations with a razor focus on quarterly profit and a lack of passion for the customer. It isn’t easy building a culture centered around the customer, and even harder still sustaining. Good read.