Never underestimate the power of ‘likeability’
I’ve been in the world of customer service for around 30 years, and there’s something that rings true time after time. It’s called likeability. A pleasant and likeable manner can help anyone manage just about any tricky customer situation. Obviously, there’s a lot more to customer service than just being nice. But it’s always a good start.
Working for an airline and training cabin crew taught me so much
As you can imagine, the airline industry takes customer service very seriously, and there’s no better training ground. I spent 15 years working for UK airlines, 11 of which were spent with one of the UK’s leading charter airlines, Airtours/MyTravel Airways (now part of Thomas Cook). My roles ranged from Cabin Crew to Cabin Crew Management. During this time, I also acted as a Sales Ambassador and Motivator which involved travelling to 13 bases in the UK along with operating flights as an additional crew member to motivate the Cabin Crew community, build relationships with customers and increase sales.
Cold winters in Finland
I also spent a few years as a Cabin Crew Manager where I was responsible for the welfare, development and training of cabin crew teams as large as 200 from various bases throughout the UK. Later I enjoyed two years in Helsinki, managing a team of 40 Finnish Cabin Crew where I was overseeing the UK airline’s interests in Finland, and working closely with the national airline Finnair.