High-Tech, High-Touch Customer Service


High-Tech, High-Touch Customer Service by Micah Solomon is very entertaining.

One of my favorite stories is about how Micah was on a small chartered airplane that almost crashed. Because of the professionalism of the crew and airline and how they treated him after the mishap, he had a positive view of the airline. This was compared to a flight he took on American Airlines when he spent over $1,000 on his ticket for a long flight. After many hours on the plane he asked for a second bag of peanuts and no one on the crew could find him a bag. He was outraged that he had paid so much money and was treated so poorly. His point is that you will make mistakes but how you treat your customers during the make-up is what makes the difference – even when it is the customer’s fault.


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