A few thoughts on customer service from the SOCAP convention

The Society of Consumer Affairs Professionals is holding its annual conference in Atlanta this week, and I was fortunate enough to be an invited speaker. I shared my thoughts about travel and customer service with a select group of SOCAP members from the travel industry yesterday.

I met a lot of people who I’ve dealt with by phone or email for the first time yesterday. Folks like Anne Munoz, the senior director of customer care at Continental Airlines, and Cindy Waisganis, the manager of business systems and reporting for United Airlines’ customer relations department.

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