The Recovering Engineer

MAY 31, 2010

As we waited, I saw several people get really agitated with Delta Airlines. As is often the case in group conversations like the one we had in Detroit, the roughly forty of us that were waiting together shared conversation, but we didn’t get very personal. But, was it really that big of a deal? Get updates in an RSS reader.

Emotional Intelligence 102

Emotional Intelligence Engineering Self-aware FAQ 102

Harvard Business Review

JULY 19, 2013

I was assuming this would be an important call for them, but I was left on hold to think about the power asymmetry between service provider and customer. They feel weak in comparison with your power. Airlines are a good example. If the airlines had assumed that consumers were weak and insignificant, they were wrong.

Airlines 8

Airlines Hotels Loyalty Call Center 8

Harvard Business Review

DECEMBER 10, 2012

Respect and work with that power, not against it. Make sure that the first impulse of customers is to reach you directly, by offering "chime in" feedback forms throughout your website; direct chat links for when your FAQ's fail to assist; and an easy way to reply directly to every corporate email you send out.

FAQ 15

FAQ Construction Technology Airlines 15