US "loses" the luggage of Pittsburgh Steelers Head Coach
Mar 29, 2007, 11:38 am
#16
Join Date: Feb 2000
Location: Pittsburgh
Programs: Whoever Has the Best Bonus
Posts: 5,183
Indeed. You should write a book. 
Seriously, for anyone who hasn't read it, Moments of Truth by Jan Carlzon, the former CEO of SAS, is a great book about the thousands of moments over the course of a day that employees have the ability to either win a customer or lose one. It's an excellent, easy-to-understand primer on customer service, using an airline as example. I've used it and recommended it many times.
Here's an idea: What do you say we chip in and ship a case of these to a certain address in Tempe.
Seriously, for anyone who hasn't read it, Moments of Truth by Jan Carlzon, the former CEO of SAS, is a great book about the thousands of moments over the course of a day that employees have the ability to either win a customer or lose one. It's an excellent, easy-to-understand primer on customer service, using an airline as example. I've used it and recommended it many times.
Here's an idea: What do you say we chip in and ship a case of these to a certain address in Tempe.
Well I guess with USAirways these days you get what you pay for ..
Mar 30, 2007, 10:16 am
#17
Join Date: Jan 2005
Location: DC area
Programs: US, UA, WN, Hilton Diamond
Posts: 19
I wonder if they ended up giving him the $25 voucher since his luggage was there 