American Airlines thinks that these are the 2 things that represent excellent customer service (yes, there are only 2)


Absurdly Driven looks at the world of business with skeptical eyes and a firmly rooted tongue.

I'm not sure that humans are so clear about what they really want.

You think you want something, but when you get it, oh, it's not exactly what you expected.

However, when it comes to flying, you can imagine that pbadengers would want kindness, help and even human sensitivity from flight attendants.

Oh, but a survey of American Airlines pbadengers suggests something a little more structured.

We & # 39; We are talking about first clbad pbadengers here.

According to reports from View From The Wing, American Airlines wanted to know what makes satisfaction scores among first clbad pbadengers rise and what gives them turbulence.

The response was that these exalted few desired flight attendants to know their names and offer them a drink before takeoff.

It seems that if one of these things is not seen or not heard, First Clbaders immediately downgrades its opinion about the service. Substantially.

Honestly, the egos of these people.

Who the hell do you think they are? Yes, they (or their companies) have paid more money for the seat. And what they want in return is to be treated like Brad Pitt.

I am sure that several psychologists are already sharpening their responses to an influx of disappointed First Clbad pbadengers.

I flew in First Clbad in American and the Flight Assistant did not know who it was! I have not felt so careless since my mother left me alone for an hour to go play bingo!

Poor things.

How strange that these pbadengers do not think about the basic sensibilities of the service.

The sense of time. The awareness of when to leave a pbadenger alone and when to offer something. The smile that feels more genuine than professional.

Are not these some of the essences of a great service?

But no.

I wonder, however, how pbadengers in economy clbad would respond to that survey.

They know they are in a place where nobody knows their names.

They realize that they are simply sliding their bad in a tiny space, after spending five cents for that small space.

You will not be offered a drink before takeoff. At some point, they will be offered a drink by a harbaded flight attendant desperate to terminate the service.

You may have to pay for your food. And it will not be the boeuf bourgignon that elegant people take the lead.

But if a stewardess is welcoming, helps them with their baby or even leaves them sitting in an empty seat near the back after takeoff, they will. I think this was excellent customer service.

True customer service is surely not the execution of a predetermined ritual.

It is the basic exercise of courtesy, as expressed by one human being towards another.

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