The Ultimate in Customer Service

 This should be every PT's aim when it comes to delivering the highest quality customer service on the planet. There are no better examples than this.

John

Link to The Middle Seat - WSJ.com

Comments

[Jeff Hathaway]

Rob - thaks for the example of "concierge service" that should be the norm. Flying as much as I have lately it would not take much to look good from a customer service standpoint in the airline business. THere is another lesson here and that is that customer service shouldn't depend on an employees ingenuity and creativity. Employers need to take the things that he is doing and make them part of the operational systems so that they happen on purpose. Same in PT - we need to determine those customer service actions that set us apart and then integrate then into our employee training and performance appraisals. I find this "art" of PT needs to be trained and repeatedly taught to PT's and all staff.