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Customer-centered culture could eliminate reputation-ruining fiascos


Last updated 7/17/2017 at Noon

Robin L. Lawton

Special to the Village News

Whatever happened to the attitude that “the customer is always right?”

The airline industry has been taking hits lately thanks to several mishandled passenger interactions, which included pulling a doctor off an overbooked flight in Chicago, a dispute over a carried-on stroller in San Francisco, and a couple booted off a flight in Maui when they put their baby in a seat purchased for his brother.

We’ve also heard call center employees go off on customers, read about store employees using racial slurs, and seen deliverymen litera...

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