02-15-2010
10:19 PM
1 Love
I think this is an extremely poor response.
The title 'Not So Silent Bob' sets the wrong tone and conveys a lack of empathy towards a dissatisfied customer.
And there's nothing more worse than issuing an "apology" but then smashing it to pieces by spending the rest of the article defending and praising the actions of your colleagues.
And to make it worse, SWA handles the response of this situation, a high visibility PR issue, to a recent college grad.
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