airport customer service
TRANSCRIPT
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People are FunnyBill Plessinger
Customer Service CommitteeApril 2016
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People are Funny(it’s better than…)
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People are Funny(it’s better than…)
People are fallible
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People are Funny(it’s better than…)
People are fallible
People are dumb
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NASA
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Go/No Go for Launch
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Fort Rapids
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Fort Rapids
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Fort Rapids
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Fort Rapids
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“The Customer is Always Right”
Harry Selfridge,1909
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The FingerI Give you...
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Do You Know Who I Am?
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Eleven Things Organizations
Can Learn From Airports
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Seth Godin
I realized that I don’t dislike flying--
I dislike airports.
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11.
Airport = Cemetery.
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10.
Airport = Sterile.
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9.
All Surprises are Bad.
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8.
One Size Does Not Fit All.
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7.
Ad Hoc is Forbidden.
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6.TSA Theater
is an Entrenched Status Quo.
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5.
Removing Slack Adds Anxiety.
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4.
Customers are Powerless Transients.
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3.Steamed Meat & Pretzelsis not a Meal.
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2.
It’s Someone Else’s Fault.
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1.
No one is in charge.
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Market Domination
You Have No Choice.
Seth’s Final Thought:
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Airlines doing it right
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Letters to Southwest
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What Does ThisMean For Us?
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The Power of a Smile
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If one person smiles at me on the way, I will not jump.
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You had me at Hellohttps://www.youtube.com/watch?v=vcfrsYWFR78
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Thank you!