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Wednesday, 09 July 2008
 
 

Blame Management for Poor Service

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Blame Management for Poor Service

Buried in the publicity of a nasty airline strike was a vivid example of how misdirected management's service improvement efforts can become. To improve service, the airline ordered all attendants to attend three hour "Commitment to Courtesy" classes without pay. "They told us the reason we were losing money was because we were rude to passengers," said one attendant.
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