Cydnee Snodgrass

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The Impact of Nice

Posted by Cydnee Snodgrass on January 24, 2018

One missed flight connection, two very different customer service examples and three things to remember about the power of simply being nice.

On the way home from a recent work trip, I missed my connecting flight for the final leg by mere minutes.  I thought I would make it, since I could see the plane, and the jetway door was open. But, the gate agent declared the flight closed, shut the door with a flick of his hand, and the conversation that transpired between us after that point could be described, at best, as unsatisfying.

I headed toward the airport exit, hopeful for a cab and a hotel for what remained of the night. Two curbside check-in employees immediately asked how they could help and produced a bottle of water, which I accepted gratefully after the sprint through the airport. One gentleman looked for nearby hotels on his smartphone, and the other called a cab for me. When the cab arrived, they told the driver to take care of me, since it was apparent that I’d had a rough evening.

The irony of this story is that I was returning home from teaching a class in how to provide exceptional customer/client service. Both airport experiences were real world examples of what I had taught just the day before. Here are three takeaways from that class:

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Topics: training, Communication Strategy