Last Night I watched the NBC Nightly News report on the transcripts of the conversation between the air traffic controller, Patrick Hardin, and US Airways Captain Sully Sullenberger after his Airbus was crippled by bird strikes.
Notice that, at no time did either the captain or the air traffic controller allow their emotions to take over.
They relied on their training.
They were consummate professionals.
They treated the incident as a problem and proceeded to solve it. Several solutions were discussed and discarded as they became irrelevant. When one wouldn’t work, another was proposed.
The next time you find yourself dealing with a customer service problem, remember Captain Sullenberger and Mr. Hardin.
Don’t get emotional.
Be as professional as they are.
Lagniappe: Have you noticed that in nearly every story about this “Miracle On The Hudson,” the training that the flight crew went through was emphasized? Flight crews must go through recurrent training on a regular basis. Even those who have been around for decades. Did you know that all three flight attendants on 1549 were over the age of 50? Each of them had more than 25 years experience and they still have to go through recurrent training.
How often do your employees receive customer service training?