Picking up on Jackson's plight to get to the birth of his first child, we understand the complete frustration when he narrowly misses the plane and the airline does not have another flight that afternoon. A dejected Jackson calls another airline to see if they can help. This is where he encounters Billy. Billy seems like a nice guy, but with only six minutes to go till he finishes his shift, the last thing he wants is to deal with a customer who wants him to move heaven and earth. Through Billy we learn how our attitude can profoundly affect the lives of other people. After a few false starts, Jackson does make it to the hospital on time, but as for if it's a boy or a girl-you'll just have to watch the video.
Key Learning Points
- You can hear body language.
- Voice tone and inflections.
- Listen actively.
- Understand customer emotions.
- Go the extra mile.
- Treat customers as you would want to be treated.
- Ladder of loyalty.