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How To Resolve a Customer Conflict

Recently, customer conflicts have been in the news, thanks to United Airlines.  UA has exhibited some textbook examples of how NOT to handle a customer conflict (including not starting one), but UA, along with all airlines, … Continue reading How To Resolve a Customer Conflict

Defending the Indefensible

I’ve read and received a lot of commentary and feedback on the United Airlines situation.  My initial thoughts, and my own episode of passenger abuse, was recapped in my post, “Stop Customer Abuse!”  If you haven’t … Continue reading Defending the Indefensible

Sales – The Worldwide Language

As I write this, I’ve just returned from a trip in Spain that was one of the greatest of my life – professionally and otherwise.  For those who don’t know, I was engaged to do sales … Continue reading Sales – The Worldwide Language

Stop the Customer Abuse!

In all the instances of customer abuse, I think we have a new low.  This story has gone viral: If you haven’t read it, go read it now.  Here’s the short version.  A United Airlines … Continue reading Stop the Customer Abuse!

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