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Watch the video, Unhappy Customers, and answer the following questions:

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Question One

·        What is the most important element of this case study? Why? Did United Airlines do anything wrong?

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Question Two

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·        Was the customer’s 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.

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