Straighten Up and Fly Right

Myron, David
December 2005
CRM Magazine;Dec2005, Vol. 9 Issue 12, p12
Trade Publication
The article emphasizes the need to improve customer relations and services by knowing the product that a company sells. This is exemplified by the author's experience in taking a flight at New York's John F. Kennedy airport. He encountered problems before boarding the airplane of a large airline company. It turns out that airlines will win customers if they offer several ways to alleviate passenger stress.


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