There’s a person I sometimes use as an example of excellent interaction with an angry and exhausted customer: the #CSM I met at #LHR after having endured the legendary disaster that was the opening of #T5 in Heathrow in 2008.
I arrived many hours too late from #DUS, at night, and missed business and dinner. This person’s friendly patience is the reason I don’t avoid #BA.
I just learned that he's now Global Head of Customer Delivery and Operations for #Travelport. That makes me happy for them.