Forget guitars. Dave Carroll should write a song called “United loses 10-year-old girls“. Apparently, United didn’t learn anything from the United Breaks Guitars fiasco.
While that story is deeply disturbing, Peter Shankman makes a good point. Your employees have to care to provide decent (or even minimally acceptable) customer service:
Customer service has to start at caring. No matter what employee of the company is approached first, that employee has to be trained to care. Because if the first person doesn’t care, the company doesn’t care.
How do you train someone to care? How do you instill empathy on the assembly line? I don’t think you can. It has to be central in the company culture and you have to beware of it in the hiring process. United and the other airlines will never have it.
Chris Houchens 
It is frightening to see that many organizations are not taking pride in customer service. I think it is necessary for all business services to implement all of the things that you suggested in your article in order to provide great service to their customers.