My buddy at the St. Louis airport is Agent Vic of American Airlines. Vic is a great guy who delivers what passengers hope to get; service with a smile. The other day I was on a flight to Chicago, and Vic was the gate agent. He was doing what he always does, helping passengers, answering […]
My buddy at the St. Louis airport is Agent Vic of American Airlines. Vic is a great guy who delivers what passengers hope to get; service with a smile. The other day I was on a flight to Chicago, and Vic was the gate agent. He was doing what he always does, helping passengers, answering questions, pre-boarding passengers needing extra help, etc., all with a smile.
About five minutes before the plane was due to take off, all of the passengers were boarded and seated. Agent Vic came on board and enthusiastically announced, “Hi, everyone! My name is Vic. I hope it’s okay if we leave five minutes early today. Is everyone okay with that? I can’t hear you! Is everyone okay with that?” The passengers applauded.
“Well then,” Vic said with a smile, “Thank you for flying American Airlines!”
And, speaking of smiles and friendly service, as I walk through the St. Louis airport, I notice the airport employees (maintenance crew, passenger assistance personnel, etc.) greeting people, telling them to have a nice flight and just plain being nice. The “Smile Training” is paying off. It’s refreshing to be treated to service with a smile.
LESSON: Yes, it takes more than smiles to deliver great customer service. Still, a smile can go a long way. The positive attitude – and the smile – is contagious.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
(Copyright ©MMXI, Shep Hyken)
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