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Saturday, 26 July 2008
 
 

How to Be Customer Unfriendly

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How to Be Customer Unfriendly

One of my favorite airlines committed a customer interface blunder. They changed the automated telephone menu system for reservations, removed the 24-hour fast-access option for frequent flyers, set up the menu so it changes at various times of the day, and put long recorded messages on the system to 'educate' passengers while they wait.
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