United Airlines: World-class customer service

As a Quality Assurance Manager by profession and a people-person by nature (after my minimum 6 cups of coffee in the first 2 hours of my waking day that is…), I am acutely aware of that 1 customer complaint that went unheeded which can make a day versus night difference in a business’ future.

Shown below is an example of a resolution of a customer complaint done by United Airlines recently. Well done indeed.

As it happens, I was the unhappy customer in this instance and I must tell you that it is such a refreshing change to be on the other side of the line every now and then.

One only wishes that all business were as swift and efficient at it.