company policy | Shep Hyken | Customer Service Expert

Last week was a bad week for the airlines. The United Airlines customer service debacle hurt all airlines, not just the United brand. It’s not uncommon for flights to be overbooked, delayed and canceled. Airline passengers get angry and airline personnel get angry. “Travel hassle” can be very stressful for everybody. I love it when I take a flight that is on time. And, I love it even more when the flight attendants on those flights understand that after their number one priority, which is safety, their second job is to be brand ambassadors for the airline they represent. That goes for all other airline personnel. By the way, that’s a pretty good way to operate any type of business. (more…)

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