VIEWPOINT: Customers in search of the ‘wow’ factor

“Please step up and use the self-service check-in screen,” the airline customer service representative told the man in front of me on a recent busy Monday morning. “No,” was the quick and startling response. “I don’t want to. I prefer to deal with a human being.” It was the CSR’s response that stopped me in my tracks. “Then, Sir, deal with another airline,” she said as she turned to deal with a luggage issue. Maybe it was the starkness of…

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