Top of Mind Thursday December 10, 2015: Life Saving Customer Service

Top of Mind Thursday

Thirty minutes into my cross-country flight yesterday, there was a PA announcement looking for a medical provider onboard.

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It turned out a woman in the row in front of me was having some kind of medical issue. Someone came forward and worked with her, it was determined her condition was stable, and the flight continued.

That’s what was required. What happened next was what made the difference.

The lead flight attendant made this woman her personal concern. She stopped by to check on her every 15-20 minutes. She connected her to an oxygen canister because she thought it would make the passenger feel better. She brought her something to eat and drink. And she stopped by to just give a helpful smile, a pat on the shoulder, and warm encouragement–keeping the unwell passenger calm and comfortable.

There’s no question in my mind that this flight attendant’s actions made the difference between a normal flight and diverting the plane for an emergency landing, which would have been necessary had the passenger remained distraught or agitated.

How well do your employees handle these type of unexpected situations? Can you count on them to effectively smooth out any unforeseen turbulence in their work environment?

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