This week, I’ve heard from everybody I know, all wondering how, as a customer service consultant, I would fix United Airlines’ customer service failings. [Disclosures: While I don’t consult on customer service for United Airlines or its direct competitors, I was last year’s customer service keynote speaker for WACRA, a customer support organization of 80 airlines, including United and its competitors.] The first thing to concede is that United Airlines’ customer service isn’t consistently bad. In other words, sometimes United Airlines not only breaks guitars (and doctors’ noses), it hurts an awful lot of passenger feelings. Micah Solomon: Author, consultant, keynote speaker, thought leader on customer service, customer experience, corporate culture change, innovation, and hospitality.

Source: Forbes April 17, 2017 19:41 UTC