customer service CREATISTA/iStock/Thinkstock

How to avoid a customer service catastrophe

Training, protocols and a generous spirit can defuse explosive situations

Customer service has been a hot-button topic in recent weeks after a series of highly public events on airlines went viral on social media.

One passenger was dragged from a plane after refusing to give up his overbooked seat. Another was ejected after using the restroom at an unapproved moment, and a flight attendant nearly got into a scuffle over a stroller.

At a time when most people have mobile phones handy to take photos or videos of any potential customer service catastro

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