The secret of great customer service is not to eliminate mistakes, but to train your staff to make the best of things when bad stuff happens.
At our sister blog, New Management Welcome, you can read a case study of airline ineptitude submitted by blogger Michael Arrington. Despite the ordeal he went through, however, one thing is clear: had the airline's staff acknowledged and commiserated with his problems, they could still have made things right.
Proof once again that it's not what happens to you that matters, but how you handle it.
Read the article here: http://newmgt.blogspot.com/2012/01/orchestrated-indignities-of-air-travel.html