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Lessons in Customer Service and Attitude

I always enjoy writing on the subject of claims customer service. When I do, I almost always relate delivering great customer service to attitude.

By Carl Van | Updated on July 12, 2009

Every so often, I would run across a skycap that would break from his rigid training and ask, “Where you traveling to … today?” But that didn’t occur too often.

On this particular day, however, I saw a skycap actually going out to people’s cars to help bring in their luggage. I thought this must be some kind of new service they were offering because I hadn’t seen that level of assistance in a long time. He was smiling, shaking hands with people, and generally looking like he was enjoying helping people. So, of course, I assumed he was new.

By pure chance, when I got up to the stand, the person who was going to help me was leaving, and the skycap that was running out to people’s cars came in to assist. As I waited for him to ask that question, I was surprised when he said, “Thank you so much for flying with us today. Can I ask you where you are flying today, so I can help take care of you?”

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