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1. What are the advantages to Southwest of its proactive approach to passenger problems? n n 2. How might Fred Taylor use the four-part plan

1. What are the advantages to Southwest of its proactive approach to passenger problems? n
n
2. How might Fred Taylor use the four-part plan suggested in this chapter to compose his apology letters to passengers?n
n
3. Contrast the strategies Taylor would develop to deliver bad news to Southwest’s employees and to its passengers?

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