THE WASHINGTON POST

Learn to Speak the 'Language of Business' When Voicing Travel Complaints

 
Joshua Dorsey

Airlines, car rental companies and hotels claim that they’re responsive to customers’ problems, but who are they kidding? Too often, they answer your emails with pre-written responses and your tweets with canned one-liners. Or they don’t answer at all. So how do you get a travel company to respond to your complaint?

The right words can help, says Joshua Dorsey, an assistant professor at California State University at Fullerton. He suggests using the “language of business” to describe the problem.

“Keywords like ‘service failure,’ ‘switching costs’ and ‘cost of retention’ will always resonate with managers and customer service representatives, whether they admit it or not,” Dorsey says. Continue reading in The Washington Post

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