Police caution the CEO for insisting on better customer service

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Here is a fascinating story that is packed full with business studies material.  What happens when a CEO of an airline unleashes a tirade against his staff - in front of his customers - who end up applauding him for his actions?

The CEO in question is Philip Meeson, the millionaire boss of low-cost airline Jet2.com.

The Telegraph and other newspapers report this morning how Mr Meeson was cautioned by police under the Public Order Act following an early morning disturbance at the Jet2 check-in at Manchester Airport.

Mr Meeson was upset at the length of the queues at the check-in, and his perception that the staff were doing nothing about it.  Apparently his public dressing-down of his staff last around 15-20 minutes - it must have been quite a show. 

For an alternative perspective, this piece in the Manchester Evening News tells the story of one of the employees on the receiving end of the CEO’s anger.

Lots of angles for students to explore:

- The role of training / empowerment in customer service
- Leadership styles
- How to motivate staff who work for just more than the minimum wage
- Which is more important - looking after customers or employees?

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