Discussion Question: Quality
Watch the video, Unhappy Customers, and answer the following questions:
Question One
• What is the most important element of this case study? Why? Did United Airlines do anything wrong?
Question Two
• Was the customers reaction justified? Provide a rationale for your answer.
Question Three
• If you were in charge of customer service at United Airlines, how would you have handled the situation? Provide a rationale for your answer.
Respond to Peer(s)
• Read and respond to at least one of your classmates posts.
The response should include a reference list. Double-space, using Times New Roman 12 pnt font, one-inch margins, and APA style of writing and citations.