Re: Outstanding customer service = airline safety.

DV Gordge (dvgordge_at_iafrica.com)
Fri, 18 Sep 1998 10:09:50 +0200

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Hello All,
Besides the obvious safety that is compromised with disruptive pax, who =
may claim to be a customer with inherent rights, what about the other =
law-abiding customers and their rights? They are also entitled to a safe =
and pleasant journey, and, anyway, are in the majority.
Apropos, CRM, perhaps sky rage scenarios could be included in LOFT's and =
CRM training. Personally, I get very angry with rude & disruptive pax, =
and that anger could adversely affect my performance. It is something =
that I will consider in future.
Regards,
Dennis.

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Hello All,
Besides the obvious safety that is compromised with disruptive pax, = who may=20 claim to be a customer with inherent rights, what about the other = law-abiding=20 customers and their rights? They are also entitled to a safe and = pleasant=20 journey, and, anyway, are in the majority.
Apropos, CRM, perhaps sky rage scenarios could be included in = LOFT's and=20 CRM training. Personally, I get very angry with rude & disruptive = pax, and=20 that anger could adversely affect my performance. It is something that I = will=20 consider in future.
Regards,
Dennis.
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