It’s all customer service

Flying home from Naples today on American Airlines. Of course, we have yet another encounter with a rude airline representative along the way. It’s not at all specific to American, it seems inevitable that there will be at least one unpleasant experience along the way. Whether it’s an airline representative at the airport, phone support agent, or just a problem with their check in system, it’s all about service. Customers want a pleasant experience, no matter what the industry. Make sure representatives have enough leeway and incentive to provide a pleasant experience. There are people willing to pay for some of the extra service.

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