Online activity 8.3

Dealing with customer complaints

Overview

This video shows Lisa Ekstrom, former Director of Customer Service at Scandinavian Airlines, talking about customer relations.
Activity Description

Watch the video.

  1. What does Lisa do personally to ensure Scandinavian Airlines handling of complaints is improved?
  2. What does she change in her Department to improve her colleagues’ performance?

Websites
How I stole great customer service… with pride!: https://www.youtube.com/watch?v=9pgMpD3BRQE

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