Airlines

Airlines, Caribbean, Customer Service, Employees, Service Excellence, Service Failure, Service Recovery

Handling an irate passenger

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Recently  I was on a flight in the Caribbean and witnessed an incident involving a non-Caribbean family and a Flight […]

Airlines, Caribbean, Customer Service, Employees, Training

Empathy in Customer Service

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I was on a flight within the Caribbean, and observed a very interesting exchange between a Flight Attendant and a

Airlines, Caribbean, Customer Service, Training

Another gem about service during Cricket World Cup

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Caribbean people don’t like anyone from outside the region to criticize aspects of life in this part of the world.

Airlines, Caribbean, Caribbean Airlines aka BWIA, Customer Service, LIAT

“Where is my bag?

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When the West Indies was preparing to host the Cricket World Cup, I travelled around the region as a correspondent

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