Audio Transcript Auto-generated
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Hello, good afternoon
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Professor.
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My name is Rafael Hernandez
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go. We are going to be talking about what is
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the customer service
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in the airline industry
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first let's start with what is customer service.
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The early in customer service is providing it and
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support the customers
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after during or even before the flight
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is taken.
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There are some, there's always some difficulties, some complexities in in the,
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in the, in the industry
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but
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a single
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help,
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a little bit of help from, from employee coming a big change on a customer
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improving it, improving it can it can lead to happier customers,
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better travel experiences and improve service ratings
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by handling information inquiries. The
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so the service agents
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can
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improve a lot
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the customer service
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because they handle information, inquiries, reservations,
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tickling passengers,
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passengers checking baggage checking aircraft preparation and problems
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and problem resolution.
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They
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handle a lot of the customer service
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even more
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than the
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cool stuff inside the cabin
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and
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I think that we were good
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preparation.
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This can be
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better
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now we can talk about the most common errors
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in
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the airline industry or the most
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that people want to
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get better
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inside the airlines
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first look at talk about about the fair's hitting his in facing fares.
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A big issue in the airline industry
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and some hidden charges when when you book a flight,
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a lot of passengers
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don't even know it,
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that they are paying a few extra dollars on hidden fees.
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All the passengers,
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we will will read the small letters of the ticket and we'll
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fight about it to the customer service representative but in most cases
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you already comply
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with the fees when you when you accept and book a flight and pay for that flight.
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That is one of the most common issues
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with with airlines.
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Another
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common issue that we have
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is delays or canceled flights.
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Flights.
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These these delays are kinds of flight school because caused by bad weather.
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It could be caused by problems with maintenance of the aircraft.
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Or the most common is these last few quarters last few two years
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is crew. Chartist shortage due to the global pandemic.
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That will we are traveling right now.
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This this not only affected the U. S. Airline industry as a. As
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but the industry as a whole.
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It was big big a big hit for everyone.
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Then we have baggage
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that mishandled
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of baggage. We can include the last
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damage pilfered or even delay. That is the most common
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of set baggage
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even though the vast majority of baggage gets to its destination.
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Some baggage gets lost lost or damaged in the process sadly. Right.
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This is something that will infuriate anyone anyone
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because you are trusting that airline with your big
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Loggins belongings used to be lost or damaged and
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they don't even say sorry most of the times
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in my experience as a
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as a passenger in a couple of
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airlines have their experience with european airlines.
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The airlines from the U. S.
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Uh I've had no problems with your european airlines more than five that uh the
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I have traveled with
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it's in
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us airlines had
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Two airlines that have problems with one lost my baggage.
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I got 22 weeks later they gave him no compensation whatsoever.
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And they are the other one was still
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Lost. Like I didn't get a bag. They gave me $600 of compensation at that time.
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I didn't know about
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some of that. Like I could get more from that compensation. But we
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we learned from our errors
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right
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now. We can talk about the best airlines
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of 2020
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in customer service.
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Now as everything. Some airlines Alberta customer satisfaction than others.
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and during the year 2020 the world got hit obviously by the
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by academic calls. Covid 19. The covid 19 virus
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five or five airlines were ranked as the highest in customer satisfaction.
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Even though we were in a global crisis. Airlines step up their game
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in the customer service with more attentively flight crews,
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more flexible flexible fares and change and charges and
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even more festival flight changes or money back. In some cases
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the airline in first position we have Qatar
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Airways is no chucker obviously is the most elite airline in the market.
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They have one of the best on time performance is with 85 84%.
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And it gives customer schools compensation
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for delayed over world canceled flights.
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In the second position. We have American airlines.
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This refugee years Americans and American airlines are changing
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a few things to give better customer service.
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And it's working since since they jumped from 23rd position
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To the 2nd position.
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There must coming into its baggage delay.
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So they started giving compensation for trouble, trouble.
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And with a little bit of customer service, they're getting strong again,
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interpreter. Now we have
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our Mexico.
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They jumped for the 26th position
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to utter doing the same thing as American Airlines. Giving compensation
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for the troubles and given a good customer service in the fourth position.
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Now we have S. A. S can't Scandinavian airlines.
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They went with giving a little extra inside the plane with
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free coffee and tea and well priced tickets for junk people.
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They find a way to gain loyalty and new customers with the with these few
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changes.
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And in 5th place we have can test the this is an Australian caviar
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airline. They went the greenway as they say
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with promising to stop using and recycling and composting at least
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three quarters of their ways by the end of this year,
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they also want to stop using 100 million single use
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this possible plastic guidance per year.
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Mm
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All this was was I ran by her helps
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it was 2,018. Report.
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Okay, now
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we're going to be talking about the worst airlines
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with someone at the top. The soul.
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There's always someone that God is going to be on the bottom.
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Now we had the 555 words airlines in the world.
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And number five, we have no Regan airlines.
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This airline is famous for the slow processes in claims Even
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not or even not processing in a law at all,
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customers stayed that they are
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even brought to customers insensible and even useless
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At number four we have the airline airline
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Ryanair, they have the reputation of being a very very very cheap airline to fly.
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But customers state that they will charge you charge you for everything
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from carry ons to try to sit in together with loved ones.
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This is one of the
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some of the things I
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we were talking about earlier
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Hidden fees. There's something we hate everyone hate.
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So that's what that's why they are. # four.
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In 3rd place we have a Korean Korean Air Korean airline
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that is very famous for not paying attention to claims also
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or working on them. They are very or working on them very slowly.
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In second place
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we have
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kuwait airways,
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customers of the airline claims that the pain is very dirty.
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Always the the employees of the airline are rude and not helping at all.
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And that the aircraft are in need of an update.
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But in the first place we have the worst airline of customer service in the is an E. U.
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Based carrier. That's called Easy yet. We've also been the most
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with the most common issue of slow processing claims or the lack of it.
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Again most of the customers fight with them because they're low prices.
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But as the customer's always say, you get what you pay for.
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Yeah.
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Now improving, how do we improve customer service? What or what to avoid on a rolling
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in this, in this day of age, we should be able to help others without discrimination.
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That's something that personally infuriates me the most. As a matter.
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As a manager of the customer service of our air carrier or airline,
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I will implement major, major
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more training.
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I don't think that a week or two or two weeks is
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enough of training to be handling hundreds of passengers a day with all
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with all with different problems.
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Also showing how to be empathetic and give the extra mile
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to those customers.
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We have a lot.
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I think that all comes down to the basics of training and
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I should know not to cut corners when 100 customers because a
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single misused word can have a great impact on them and get
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even more angry at you or the company or at everything.
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And also teach the these employees.
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The difference between the different types of customers
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and how to handle each one of them.
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It will help them and love on the a lot on the job and any other customer service job.
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I would avoid attending claims late because as
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we saw before with the worst airlines,
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that's something customer value with the airline
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customer service is the heart of any organization is what
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maintains the company And keep it steady with logic customers.
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The culture of any company. To me right, is what it was. Close everything together.
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We see a good versus bad company in customer service.
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We say that the best companies have a strong culture
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and the words have a little to no culture.
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That's something that's something to think
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about as a future airline professional or
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if we're currently working as a, as a in the airline industry.
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But we know that not all days are going to be paradise,
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there's always going to be a crisis.
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But when you treat a customer right
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the right way,
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everybody's happy and the company can grow
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a safe
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as, as the founder of Southwest Airlines, Herb Kelleher said,
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you can't have a midlife crisis in the L in industry
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because every day is a crisis
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that will be offering me.
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Thank you very much
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have a great day,
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merry christmas