training in crises situations Archives - Shep Hyken | Customer Service Expert

This may not actually be a customer service issue, but what happened with JetBlue does fall under customer perception and it will be interesting to watch how they handle this incident. And, it ties to training – the way JetBlue trains their people in crises situations and also a concept I’ve written about in the past, customer training. This is where customers are trained by the company to best use their products and services. Yesterday a JetBlue flight going to Las Vegas met with potential disaster. However, because of some excellent training and common sense, by both the crew and the passengers, disaster was avoided. (more…)

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