Thursday, February 17, 2011

Charm School for Delta Agents

An airline has finally admitted that their employees need to learn basic social skills. According to The Wall Street Journal:
In its training program, Delta emphasizes these five ways to 'wow' fliers with customer service:
  • Make it personal. Focus on the person in front of you, not the long line of people. Greet each one memorably.
  • Be empathetic. Put yourself on the other side of the counter.
  • Listen, ask, listen again. Customers tune out routine announcements. Agents tune out customers.
  • Solve together. Involve customers in solutions by offering choices.
  • Be there. It's a lot easier to check out than check in. 'If you don't remember your last three customers, you are just processing,' said Delta facilitator Michael Hazelton.

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