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The United Airlines Incident

“The point of recounting the incident is so you can see how many different ways this nightmare could have been avoided if only United Airlines hired people with great attitudes. Highly personable and emotionally intelligent gate agents, flight attendants and pilots would have intervened to emotionally connect with the customer, offer more money or even approach a different customer who seemed more amenable. There are dozens of ways this customer-service and public-relations disaster could have been avoided.”

#unitedairlines #employees #attitude




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