"Jetiquette" Aims To Train Workers To Handle Angry Customers Better

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 flights?

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 (need proof? Read this.)

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 amazing!"

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!

FMI: www.jetiquetteacademy.com