A Hospitality to Be Remembered and Shared
I was boarding flight
IX-1635 with Air India Express from Patna to Chennai when I experienced
something worth sharing. As I entered the aircraft, I was greeted by the air
hostess with a warm smile. While this is part of their standard operating
procedures, there was something special about her gesture. She offered me a water
bottle, mentioning it was very hot outside. I was taken aback for a moment and
thanked her sincerely for her kindness.
As I buckled my
seatbelt, I reflected on how the airline industry has changed since privatisation,
often leading to limited amenities like water. However, with Tata's touch, Air
India Express stands out by making a difference.
Passenger experiences
with Air India Express can vary widely, ranging from mediocrity to misery and,
in some cases, delight. I consider this small gesture of providing water to be
a delightful experience. It reminded me that delivering more than what a customer
expects is essential, and that’s precisely what I witnessed.
Though a 200-ml
bottle of water may seem insignificant, the way it was offered made all the
difference. Customer service doesn't have to follow a rigid template; it can
create an emotional connection. This simple bottle quenched my thirst, inspired
a story for my blog, and provided an example for my upcoming customer service
programs.
M.L. Narendra Kumar
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