United Airlines has hardly been a paradigm of excellent customer service. Most of the time they do what could only be called a nasty job of it. However, once in awhile, in adverse circumstances, in context, they get it right and it becomes a lesson in...
Lessons in Customer Service: I Come to Praise United, Not to Bury It is copyrighted by Paul Greenberg. If you are reading this outside your feed reader, you are likely witnessing illegal content theft.