We've all been there. You're at an airport. You're tired. You just want to get home. And your plane is delayed.
With no real explanation.
How many times has this happened to you? How many times, like me, have you stated that there is a special place in Hell for (fill in airline name here).
What airlines and other companies seem to miss is one of the most important parts of customer service – communication.
Especially when things are going wrong – THIS is when you need to communicate the most. The worse thing you can do is ignore angry customers.
The other way to diffuse a bad customer situation is to use humor.