Tag: Customer Service

United Airlines, Lesson II: “…This Is When You Need A Slick PR Person Who Lies For A LIving”

First of all, to clarify, the title of this post isn’t tied to United Airlines incident directly but stems from coverage of the incident, so let’s just get that out of the way.

As for the quote in the title, in general, I wouldn’t generalize the Public Relations profession as one which lies for a living. At all.

Do some in the field lie? Most likely. But that’s like any other field or…


United Airlines, Lesson I: Balancing Appreciation Of Employees With Responsibility to Customers

How do (should) you balance the respect and responsibility for your staff with your respect and responsibility to your customers?

It should definitely go more smoothly than this.

United Airlines CEO Oscar Munoz was responding to an incident in which a customer of his airline was brutally dragged off of a flight after the airline had randomly selected the passenger to deplane to make room for United employees who needed the seats. As one…


As A Professional, In Addition To “Yes,” How Do You Say “No?”

In the game of chess, for each move made and piece utilized, there is a reason which could be revealed either immediately or a few moves later.

Whether the piece is used in that instant to make a fatal blow to the opposing side or for setting the stage for another piece to make the blow in a coming step, its action has meaning and purpose.

Much in the same way, there are also instances where moves…


To Be As Effective As Possible, Consider That Everyone’s a Customer

Everyone loves great customer service. Great experiences of customer service are few and far between, and almost unbelievable. It might get to a point where it seems so good to be true that it almost feels as if someone is playing a cruel joke on us.

It’s so rare but it’s also something that we wish we would encounter more often and that it were the rule rather than the exception.

Customers are just as eager to share…


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