Question: Watch the video, Unhappy Customers, and answer the following questions:
• What is the most important element of this case study? Why? Did United Airlines do anything wrong?
• Was the customers reaction justified? Provide a rationale for your answer.
• 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.