“ Needless to say, any service that forces customers to scream is a bad idea. Screaming is something that we do when we’re frustrated or angry. But now that’s what I think of: United customer service = screaming. I can’t imagine a worse association for a company to have.
A place to vent my rants and other observations
Jack Vinson has to rant about these things somewhere, or they will get stuck in his head and push out useful stuff. If you want to read about more important stuff, have a look at his knowledge management blog, Knowledge Jolt with Jack.
September 15, 2007