BusinessWeek -- Customer Service Champs

How service leaders are using technology, training, and customer-centric strategies to exceed customer needs

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Percentage of wireless customers who use their cell phones to take pictures

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Customer Service

Friendlier Skies

Southwest's "Chief Apology Officer"

BusinessWeek -- Customer Service Champs image Fred Taylor, senior manager of proactive customer service communications for Southwest Airlines, talks about how the airline deals with customers on days when travel plans go awry

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