Comments on: A tale of two airlines – Or why every company needs a Chief Apology Officer http://positivesharing.com/2007/07/a-tale-of-two-airlines/ Make Yourself and Your Business Happy At Work Fri, 10 Feb 2012 10:56:26 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: transitvans http://positivesharing.com/2007/07/a-tale-of-two-airlines/#comment-243548 transitvans Thu, 30 Jul 2009 14:58:05 +0000 http://positivesharing.com/2007/07/a-tale-of-two-airlines-or-why-every-company-needs-a-chief-apology-officer/#comment-243548 Personally, I'd be likely to use a company again even if their service was bad, if i got a personal apology for it. Makes it seem like they will go out of their way to stop it from happening again. Personally, I’d be likely to use a company again even if their service was bad, if i got a personal apology for it. Makes it seem like they will go out of their way to stop it from happening again.

]]> By: Handling Customers in Times of Adversity http://positivesharing.com/2007/07/a-tale-of-two-airlines/#comment-163936 Handling Customers in Times of Adversity Sun, 07 Oct 2007 02:48:19 +0000 http://positivesharing.com/2007/07/a-tale-of-two-airlines-or-why-every-company-needs-a-chief-apology-officer/#comment-163936 [...] Alexander Kjerulf from Positive Sharing wrote a fascinating article about how two major airlines deal with their customers in times of adversity. He painted a stark contrast between the behavior of employees from Contential and Southwest in “A Tale of two airlines - why every company should have a Chief Apology Officer.” [...] [...] Alexander Kjerulf from Positive Sharing wrote a fascinating article about how two major airlines deal with their customers in times of adversity. He painted a stark contrast between the behavior of employees from Contential and Southwest in “A Tale of two airlines – why every company should have a Chief Apology Officer.” [...]

]]> By: Alexander http://positivesharing.com/2007/07/a-tale-of-two-airlines/#comment-138096 Alexander Thu, 09 Aug 2007 08:00:03 +0000 http://positivesharing.com/2007/07/a-tale-of-two-airlines-or-why-every-company-needs-a-chief-apology-officer/#comment-138096 John: I'm really glad you liked it - thanks! Grace: Good point. You get them on your side trying to fix stuff. Apology Guy: What a great approach! And thanks for the link - great article! John: I’m really glad you liked it – thanks!

Grace: Good point. You get them on your side trying to fix stuff.

Apology Guy: What a great approach! And thanks for the link – great article!

]]> By: Apology Guy http://positivesharing.com/2007/07/a-tale-of-two-airlines/#comment-137564 Apology Guy Tue, 07 Aug 2007 16:38:32 +0000 http://positivesharing.com/2007/07/a-tale-of-two-airlines-or-why-every-company-needs-a-chief-apology-officer/#comment-137564 Great article, we share many of the same thoughts--apologies should be a part of every company's customer retention program. A colleague of mine wrote an interesting article called Air Apology which can be found at http://www.perfectapology.com/apology.html . I think you may enjoy it! Cheers... Great article, we share many of the same thoughts–apologies should be a part of every company’s customer retention program. A colleague of mine wrote an interesting article called Air Apology which can be found at http://www.perfectapology.com/apology.html . I think you may enjoy it!
Cheers…

]]> By: Chief Apology Officer :: MonReal http://positivesharing.com/2007/07/a-tale-of-two-airlines/#comment-133506 Chief Apology Officer :: MonReal Fri, 27 Jul 2007 06:27:12 +0000 http://positivesharing.com/2007/07/a-tale-of-two-airlines-or-why-every-company-needs-a-chief-apology-officer/#comment-133506 [...] bueno el artículo de Alexader Kjerulf sobre las disculpas en el mundo de las empresas (”When your company screws up majorly - what [...] [...] bueno el artículo de Alexader Kjerulf sobre las disculpas en el mundo de las empresas (”When your company screws up majorly – what [...]

]]> By: Grace L. Judson http://positivesharing.com/2007/07/a-tale-of-two-airlines/#comment-133313 Grace L. Judson Thu, 26 Jul 2007 16:38:12 +0000 http://positivesharing.com/2007/07/a-tale-of-two-airlines-or-why-every-company-needs-a-chief-apology-officer/#comment-133313 GREAT stories - thank you, Alexander! Another point about being up-front when things go wrong: people start rooting for you to succeed. They get sympathetic instead of being pissed off. And that's much more fun for EVERYone concerned! GREAT stories – thank you, Alexander!

Another point about being up-front when things go wrong: people start rooting for you to succeed. They get sympathetic instead of being pissed off. And that’s much more fun for EVERYone concerned!

]]> By: Chief Apology Officer? http://positivesharing.com/2007/07/a-tale-of-two-airlines/#comment-133278 Chief Apology Officer? Thu, 26 Jul 2007 13:51:27 +0000 http://positivesharing.com/2007/07/a-tale-of-two-airlines-or-why-every-company-needs-a-chief-apology-officer/#comment-133278 [...] this story about the customer service differences between Southwest Airlines and Continental –A tale of two airlines - Or why every company needs a Chief Apology Officer. I’ll give you three guesses which company is playing to their strengths in a way that [...] [...] this story about the customer service differences between Southwest Airlines and Continental –A tale of two airlines – Or why every company needs a Chief Apology Officer. I’ll give you three guesses which company is playing to their strengths in a way that [...]

]]> By: John http://positivesharing.com/2007/07/a-tale-of-two-airlines/#comment-133263 John Thu, 26 Jul 2007 12:51:15 +0000 http://positivesharing.com/2007/07/a-tale-of-two-airlines-or-why-every-company-needs-a-chief-apology-officer/#comment-133263 That's a great story and a great post. Thanks! That’s a great story and a great post. Thanks!

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