We’re All In the (Customer) Servic...

Tweet [wp_connect_like_button href="http://www.jeremyfloyd.com/?p=771" send_button="disabled" layout="standard" width="600" show_faces="enabled" verb="like" colorscheme="light" font="arial" ref="" /] Several months ago, I read Tony Hsieh’s Delivering Happiness. The words on the page were comfortable like slipping on a pair of broken-in house shoes. As I have transitioned in my career from a front-line customer contact to a consultant, I have met so many people that consider customer service to be...

Part II Tale of Two Travels...

Tweet Only one week after the American Eagle situation, I had an experience on a Delta flight from Atlanta to Knoxville that was truly remarkable. Image used via creative commons license via @kevinkluu After boarding the plane, my business partner and I were seated directly in front of the bulk head (the same seat as the other flight). The flight attendant leaned against the flight cabin door with perturbed demeanor. With each question, he would roll his eyes and say something under his breath like, “If...