Tea at Trianon: Charm School for Delta Agents

John Wilson Croker on Marie-Antoinette

"We have followed the history of Marie Antoinette with the greatest diligence and scrupulosity. We have lived in those times. We have talked with some of her friends and some of her enemies; we have read, certainly not all, but hundreds of the libels written against her; and we have, in short, examined her life with– if we may be allowed to say so of ourselves– something of the accuracy of contemporaries, the diligence of inquirers, and the impartiality of historians, all combined; and we feel it our duty to declare, in as a solemn a manner as literature admits of, our well-matured opinion that every reproach against the morals of the queen was a gross calumny– that she was, as we have said, one of the purest of human beings."

~from History of the Guillotine by John Wilson Croker, 1844

Edmund Burke on Marie-Antoinette

"It is now sixteen or seventeen years since I saw the queen of France, then dauphiness, at Versailles; and surely there never lighted on this orb, which she hardly seemed to touch, a more delightful vision. I saw her just above the horizon, decorating and cheering the elevated sphere she had just begun to move in, glittering like a morning star full of life and splendor and joy. Oh, what a revolution....Little did I dream that I should have lived to see such disasters fall upon her, in a nation of gallant men, in a nation of men of honor and of cavaliers! I thought ten thousand swords must have leaped from their scabbards, to avenge even a look which threatened her with insult. But the age of chivalry is gone; that of sophisters, economists, and calculators has succeeded...."

~Edmund Burke, October 1790

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.