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Oscar Munoz
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#Tags
We have not provided our frontline supervisors and managers and individuals with the proper procedures that would allow them to use their common sense.
- Oscar Munoz
#Common Sense
#Common
#Sense
#Use
#Would
When LeBron James shows up at your doorstep, you're going to let him practice with your team if not join the team.
- Oscar Munoz
#Join
#Practice
#Team
#Up
#Your
There are no more holes in my management lineup.
- Oscar Munoz
#Holes
#Lineup
#Management
#More
We are dedicated to setting the standard for customer service among U.S. airlines, as we elevate the experience our customers have with us from booking to baggage claim.
- Oscar Munoz
#Claim
#Customer
#Experience
#Service
#Us
I can't tell you how many thousands of small moments that I've had with employees in our company that have been nothing more than a one-on-one. I'll see the baggage-services person, he or she is by himself. I'll pull them off to the side and have a 15-minute conversation about their history, their life, that kind of thing.
- Oscar Munoz
#Conversation
#History
#Life
#Nothing
In the telecommunications, consumer products, and railway businesses, there are very real consequences if you don't meet the consumer's needs and desires. There are also substantive rewards for doing so, and especially for exceeding customer expectations.
- Oscar Munoz
#Doing
#Expectations
#Meet
#Real
#Rewards
Clearly, nutrition is great. I was a vegan, so being an athlete and a vegan certainly sounds like it would be the right thing to prevent something like heart disease, but it's highly genetic.
- Oscar Munoz
#Great
#Heart
#Nutrition
#The Right Thing
The airline industry has been closely watching, monitoring, exactly what the rail industry has done.
- Oscar Munoz
#Airline
#Been
#Done
#Industry
#Watching
I deeply apologize to the customer forcibly removed and to all the customers aboard. No one should ever be mistreated this way. I want you to know that we take full responsibility, and we will work to make it right. It's never too late to do the right thing.
- Oscar Munoz
#Never Too Late
#Responsibility
#Work
Our parents taught us to work hard and never forget our family roots, where we came from, and how much effort it took to get to where we are today.
- Oscar Munoz
#Effort
#Family
#Parents
#Today
#Work
It is about the entire experience. It's not just a new seat. It's not just new meals. It's not just better wines.
- Oscar Munoz
#About
#Better
#Experience
#New
#Seat
I think one of the things that, at least, I found out over - and many have in the industry - is that of all the customer service desires and needs, price is one of them.
- Oscar Munoz
#Customer
#Needs
#Price
#Service
#Things
We are not going to put a law enforcement official onto a plane to take them off... to remove a booked, paid, seated passenger. We can't do that.
- Oscar Munoz
#Law Enforcement
#Law
#Paid
#Remove
#Take
It is a free world. It is a dynamic of our new day and age: technology is everywhere.
- Oscar Munoz
#Age
#Day
#New Day
#Technology
#World
Uncertainty always creates doubt, and doubt creates fear.
- Oscar Munoz
#Always
#Doubt
#Fear
#Uncertainty
Communication and communication strategy is not just part of the game - it is the game.
- Oscar Munoz
#Communication
#Game
#Just
#Strategy
For me, it's common sense to treat other people like you would like to be treated. Empathy is a broad concept, but how do you get there? People get there differently. I get there by truly building a little trust and connection. You'll tell me something, I'll act on it, and then that builds on itself.
- Oscar Munoz
#Building
#Empathy
#Me
#Treat
#Trust
We are deeply sorry for the loss of anything - from your luggage to, of course, a loved pet.
- Oscar Munoz
#Anything
#Loss
#Loved
#Pet
#Sorry
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