Customer Experience Tip #1533
When there’s heavy turbulence or strange noises on a flight, we look to the faces of our flight attendants for reassurance.
Attention frontline employees: your customers will give their full attention to a disruption if/when they see you doing so. When a turbulent situation arises (e.g., an irate customer, etc.) and customers are there to witness it, your job is to keep your cool and remain professional; reassure them with your body language that everything is under control.
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