How United Airlines’ Customer Service System Ruined My DMA07 Conference (and What Catalogers Can Learn from My Experience)
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Paul Miller
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2. Do your reps have access to American-based supervisors? United’s don’t; or at least, that’s what they told me. They don’t even know the phone number of United’s corporate headquarters. That’s not just because they don’t know it; it’s because United doesn’t want them to know it. Let your reps channel calls to American-based supervisors who can put customers at ease about problems getting solved.
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Paul Miller
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