Has anyone ever given you great customer service advice? You know, the kind that you have to rush out and tell all your friends so they won’t get ripped off (or that you send to our tipline immediately)? Here’s one we like: “Pretend you are the supervisor. Remain calm and walk the customer service person through the process of solving your problem.”
It’s not often you hear an airline exec recommend alternatives to flying, but Jet Blue Chief Operating Officer Rob Maruster decided to wing it yesterday and told attendees at an air-travel conference: “I may be shooting ourselves in the foot here, with five daily flights from JFK to Boston. But it just may not make that much sense for an airplane on a 150-mile route to fly over 300 air miles to get there. Maybe there’s a different mode of transportation that may be better to carry those customers from point A to point B.” Maybe we should be calling him former Jet Blue COO.