Agents' quick action with travel mishaps can make them shine

02/22/2013 |

A speedy apology and a touching gesture go a long way in recovering clients' trust when something goes wrong during a trip, says Ron Kaufman, a customer service consultant. "When something goes wrong and you do a good job, that's where your reputation stands to gain a quantum leap," Kaufman says.

View Full Article in:

Published in Brief: