> you greatly reduce their inclination to do so by making it their personal fault. AirHelp should really include Hans Rosling’s video on how blaming yourself r

> you greatly reduce their inclination to do so by making it their personal fault. AirHelp should really include Hans Rosling’s video on how blaming yourself really improves service. I swear, I remember him explaining that in one of his speeches (he usually talks about developing countries). I can’t find it back, but he is perfect at it.