Airlines show how not to respond to customer service failures

10/24/2011 | BNET

Companies looking to recover from customer service mistakes might want to stay away from the example of Jet Blue, which couldn't appease its customers after a series of cancellations through public apologies alone, Margaret Heffernan writes. "The goal, after any mishap, should not just be to manage it but to demonstrate, in your response, that you've learned something from it," she writes. Better is the example of Continental Airlines, which won over Heffernan with the way it responded to her frustrations.

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