The Service Culture Handbook

Every Interaction Matters

A cashier at the typical retailer deals with 20 or more customers per hour. On a typical flight, four attendants serve approximately 150 passengers. The typical service call center helps at least 10 customers each hour. If even one of these interactions goes bad and the customer posts a negative review online, the consequences can devastate a company given the ubiquity and wide reach of social media. In this environment, companies must invest in customer service.

Taking Care of the Littlest Customers 

Tony D’Aiuto, Tampa International Airport’s airport operations center manager, had a great idea about an improvement in customer service. Sometimes, small children would lose beloved stuffed animals, so he decided that when someone claimed a lost stuffed animal, he would take photos of it in various settings around the airport. This would give children the impression that their stuffed buddy enjoyed fun airport adventures while waiting to be found. Then, D’Aiuto would return the stuffed animal with...