By Scott McCartney
Source: blogs.wsj.com

Customers caugt in the middle of airline labor disputes?
Why do some companies have consistently good customer service and others routinely disappoint and frustrate?
Management, leadership and expectations.
Effective leaders at companies create cultures where employees are treated with respect and expectations are clear that customers should be treated with respect. Managers and co-workers hold employees accountable. Providing good service to customers becomes infectious. It’s simply what you do at work, and if it is to be long-lasting, it has to be an enjoyable part of your job.
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