Customer Service and PR: How One Discipline Helps the Other


Oct. 30, 2011: The pilot of a JetBlue plane stuck on the tarmac for seven hours full of increasingly angry and frustrated passengers pleaded for assistance from airport officials, telling them he “can’t seem to get any help from our own company.” August 5, 2012: Alaskan Airlines faced outrage as staff is accused of “being the worst of humanity” for “ignoring” a 70-year-old Parkinson’s sufferer. August 15, 2012: United Airlines lost a girl on a solo trip to camp. Her parents alleged that their 10-year-old daughter flying to summer camp was stranded at one of the world’s busiest airports after United failed to keep track of her.

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About Scott Van Camp

Scott Van Camp is editor of PR News, an executive-level, reader-supported publication that helps enhance the business impact of PR. Scott has a rich background in both journalism and PR/marketing. He has more than 15 years of experience as a writer/editor at various consumer and trade publications. Scott was with VNU Business Publications for five years, including stints as managing editor at IQ News and Technology Marketing magazines and senior editor at Brandweek. In the PR/marketing sphere, he has served as corporate communications manager at MarketBridge, a marketing and sales consultancy, and as editorial director for the Chief Marketing Officer (CMO) Council. While at the Council, Scott led several high-profile marketing research projects. He has also operated his own communications and media consulting firm, SVC Communications.



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