What It Takes

The retail and airline industries are not, in general, known as bastions of great customer service. A constant onslaught of books on customer service, motivational speakers and consultants have had limited success in convincing stores and airlines to get better.

So, what will convince them? A couple of stories in this morning’s New York Times offer a clue. According to the Times, it takes:

I feel better now — don’t you?


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