"Jetiquette" Aims To Train Workers To Handle Angry
If you think it's confusing to
figure out what an airline trip will cost you after all the added
fees, imagine what it's like to be an airline reservation agent.
How would you like to spend your day facing a seemingly endless
line of people, all waiting to get told by you that they need
another $25 for that checked bag, or another $100 to change their
Perhaps it's no surprise that airline personnel can range from
unhappy to downright surly in the current environment. Dealing with
customer discontent and confusion has become a major challenge
Gailen David, President of Jetiquette Academy of Coral Gables,
FL and a 20-year Purser for American Airlines, has created a
program geared to airlines, airports, hotels and other travel and
retail companies that helps their employees become more resilient
in dealing with perpetual change and uncertainty in the industry.
David trains employees on how to be more empathetic to customers,
how to find their own unique career purpose, and how to put a value
on their individual contributions.
Many times, his seminars put him in front of extremely hostile
audiences filled with angry employees who've suffered pay cuts,
witnessed layoffs, and had their work rules drastically changed. It
helps to know their situation firsthand.
"I've been there myself and am there to help them to rediscover
the joy they had on their first day, and how to tap those emotions
at the most difficult times," David says. "The results are
To date, his Jetiquette keynotes and seminars have been
delivered in the US, Canada, South America, and Europe to airlines,
hotels, retailers, and even government agencies. His next project
is to deliver 20 seminars for a Canadian airline. He also has a
DVD-based program for companies to use following his seminars, and
he has a book due out this fall.
Not having been through the course ourselves, we can't vouch for
its effectiveness... but it sure seems it couldn't hurt!