Just as Chris Watson thanked the previous customers for their patience, Watson recalled the shift supervisor that the line was very long and that the cases needed to be resolved quickly and inexpensively. When the next client came, Watson saw someone, who obviously annoyed by the interruption of the flight and the delay in rescheduling her tour.

Just as Chris Watson thanked the previous customers for their patience, Watson recalled the shift supervisor that the line was very long and that the cases needed to be resolved quickly and inexpensively. When the next client came, Watson saw someone, who obviously annoyed by the interruption of the flight and the delay in rescheduling her tour.
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from
Sherwood C. Frey,
Lucien Bass
Source: University of Virginia Darden School Foundation
3 pages.
Release Date: 16 March 2009. Prod #: UV1477-PDF-ENG
Unity Airways: Chris Watson (B) HBR case solution

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