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An American airlines check-in attendant talks with a frustrated passenger September 14, 2001 at LaGuardia Airport in New York City. Airports reopened in the New York area Friday in the aftermath of Tuesday's terrorist attack, but flights were few. (Photo by Chris Hondros/Getty Images)
An American airlines check-in attendant talks with a frustrated passenger September 14, 2001 at LaGuardia Airport in New York City. Airports reopened in the New York area Friday in the aftermath of Tuesday's terrorist attack, but flights were few. (Photo by Chris Hondros/Getty Images)
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Good Customer Service Has Nothing to Do With The Customer

“Are airlines exceeding my customer expectations with body scanning, extra fees for luggage, no meals, stale peanuts, and charges for pillows or blankets?”

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CHICAGO - OCTOBER 31: United Airlines customer service representative Sue Orlandi, dressed as a vampire, helps customers while as they check-in for their flights at O'Hare Airport on Halloween October 31, 2005 in Chicago, Illinois. (Photo by Scott Olson/Getty Images)
CHICAGO - OCTOBER 31: United Airlines customer service representative Sue Orlandi, dressed as a vampire, helps customers while as they check-in for their flights at O'Hare Airport on Halloween October 31, 2005 in Chicago, Illinois. (Photo by Scott Olson/Getty Images)
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Good Customer Service Has Nothing to Do With The Customer

"Airlines, in my opinion, are clearly defining the “new” meaning of customer service for business in the future. And they are not alone. Many businesses are taking “the customer” out of customer service."

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