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United's text analyzer looks for particular words and themes and can pick up on a customer reporting a seat where the in-flight entertainment didn't work, for example, said Martin Hand, senior vice president of customer service.
WSJ: What United, American, Delta, Southwest, JetBlue, Alaska, Virgin America Airlines Learn From Customer Surveys
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It found that overall customer service was taken seriously by PSNI senior management.
BBC: Dissident threat and red tape 'hindering police'
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Chubb Corp. frequently recruits real-estate industry refugees and others for jobs in underwriting and customer service, says Val Aguirre, senior vice president for talent acquisition at the insurance company.
WSJ: In a Sinking Industry? Jump to Another Ship
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Among the senior executive's goals for the U.S. is an improvement in customer service and inventory control.
WSJ: Nissan Plans to Pass Honda in U.S.