When JetBlue Airways kept passengers on planes at JFK International Airport for 10 hours without adequate food, restroom facilities, and fresh air, it was a highly-publicized customer service nightmare. Why do consumers receive horrendous customer service so frequently?

Sought-after customer service expert Lior Arussy has years of experience working with companies around the world. He knows the secrets behind why customers are treated badly and what we, as consumers, can do about it.

Invite Arussy to reveal why:

• Many customer service reps act like mindless robots.

• A FedEx employee personally delivered an overdue package on her own time.

• One CEO instructed his employees to smash guitars at work.

• No kid says, “When I grow up I want to make rich people richer.”

CREDENTIALS: Lior Arussy is the founder and president of Strativity Group, a customer service consulting firm. Earlier in his career, Arussy pioneered the new Customer Experience Management strategy at NICE Systems, where he was corporate vice president of global marketing. He has been quoted in high-profile publications such as the Wall Street Journal and the Financial Times in addition to being featured on ABC-TV and other media outlets. His latest book is EXCELLENCE EVERY DAY: Make the Daily Choice—Inspire Your Employees and Amaze Your Customers.

 AVAILABILITY: New York City, Philadelphia, Washington D.C., nationwide by arrangement, and via telephone
CONTACT: Rob Colding, (609) 654-6266 ext. 330 (NJ); rcolding@infotoday.com