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The Service Pro: Creating Better, Faster, and Different Customer Experiences by Josh Stroup, Rick Tate

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Author’s Afterthoughts

Recently a friend of ours told us about an encounter he had while traveling. He was attempting to reroute his flight during a business trip…an experience not so infrequent for the business traveler. Quoting our friend:

“I called them [the airline] and asked them to cancel the flight legs from Charlotte to Atlanta and Atlanta to D.C. Dulles, but to leave D.C. Dulles to Tucson intact since I would be using that leg a couple of days later. I told the agent I did not expect any kind of a refund for the cancelled legs. After a bit of time, the agent came back on [the phone] and told me it would cost me an additional $85 to do that.

“I said, ‘So let me get this straight. I’m reducing your need to serve me on two flight legs, ...

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