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  • Disclosure
    Nobody pays me to write any of the copy on my blog, and should I ever have the good fortune that they do, I will declare it. My main employment is as the owner and principal of The Future Place consultancy. The Future Place provides two key services 1) training and services to industry and academic bodies and 2) consultancy services to companies. The details of the companies I work with are a private matter, but if I blog about any company who has paid The Future Place more than expenses recently (approx. two years) I will mention that they are a client. I hold equity in Virtual Surveys and provide consulting services to them from time to time. I am paid to run courses for a number of trade bodies and over the last few years clients have included ESOMAR, AMSRS, MRS, and MRIA.

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Nigel Legg

You know my reaction to this story? I think Dave Caroll jumped on a fantastic opportunity to boost his career, and United were just the unfortunate scapegoat. Why did he take so long to start his campaign (9 months)?
You're right in that those with wit and talent can take a complaint further, but the problem is it should not be that way - every individual who receives bad service deserves their complaint to be heard and dealt with promptly. I don't particularly like the fact that customer services are moving over to twitter, for example, because this could mean the development of a two tier customer service system - those not on twitter waiting endlessly on hold on the phone, those on twitter getting their problems dealt with straight away.

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