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Why most employees don't provide good customer service
As a veteran of many such delays I sighed, sent off a text message saying that I would be late for my meeting, then took a seat for the duration. That's when the amazing thing happened. A uniformed Midwest pilot got up out of his chair, went to the desk to find out more information, then walked through the waiting area talking to the passengers. He told each small group what was going on, gave his best guess on what would happen and how long it would take, and helped address missed flight concerns.
That's the way customer service is supposed to work! This is yet one more manifestation of the culture of this great little Milwaukee-based airline (if you haven't flown it, you should, I'm currently sitting in a first class-sizedleather seat, awaiting the freshly-baked chocolate chip cookie they serve as part of their cabin service, all at coach prices. You can find them at www.MidwestAirlines.com) The essence of their culture is their motto: "the best care in the air" and they generally do a good job of living by that motto. Clearly culture plays a role in this, plus a sense of pride, of ownership, and caring for people generally. But how do we create that in our employees? Can it be taught, or do we have to hire people who fit that mold? Have a thought? An experience? Something that you've found that works? Share it with us by leaving a comment below!
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