by Jeff Yablon | Dec 19, 2016 | Customer Service
If you had the bad luck to travel a couple of days ago you likely had the opportunity to experience the non-fun that air travel has become. If you were on United Airlines you also got to experience what can be especially awful about airline customer service. One of my...
by Jeff Yablon | Mar 9, 2016 | Business Change Highlights, Business Process
Sometimes, you’re just too fat. There, I said it. And while both people of girth and the politically-correct might get all up in arms about it, the question of what happens when you are too fat is an important one to ask about. Maybe it’s unfair of me to...
by Jeff Yablon | Jan 25, 2016 | Business Change Highlights, Customer Service
Customer Service is one of those things that lies right in between incredibly easy and near-impossible. Often, Airline Customer Service in particular seems like a complete oxymoron. But in a world of a gazillion transactions and ever-decreasing personalization, maybe...
by Jeff Yablon | Aug 10, 2011 | Business Process
If you’ve flown on a commercial airline in the last couple of years, you’ve probably paid a fee to check your baggage. You’ve probably hated it. You’ve probably wondered why your airline would commit so egregious a customer service faux pas...
