The saga with JetStar, the new budget airline operating in New Zealand continues. Over the weekend a number of passengers were turned away from the check-in counter because they arrived less the 30 minutes before take-off. Some who were shut out said they arrived earlier but the queues were too slow.
JetStar want to set their rules very clearly. They want people to know that this 30 minute cut-off time is absolute. This is their right and it’s probably a good way to run a budget airline.
John Faisandier
Recent Posts
0 Comments Click here to read/write comments
Topics: customer service, Angry, Upset People, Upset Staff, Difficult customers, Jetstar
Jetstar, the budget airline has begun operating in New Zealand with budget style customer service. The DomPost reported that when passengers turned up one minute late for the 30 minute check-in they were not allowed to board the plane. Fair enough except the staff did not know how to break the bad news to their customers. "They were so unhelpful - the man who took my ticket just said, 'Yeah, we've shut it'. I wouldn't have minded if they were apologetic". And that is the rub. Even when you have to deliver bad news to your customers, if you are at least apologetic the damage won't be so bad. By being apologetic you recognise that the customer is having a hard time with your decision and that helps keep the relationship positive to some degree.
0 Comments Click here to read/write comments
Topics: customer service, Difficult customers, Jetstar, Uncategorized
The Book
0 Comments Click here to read/write comments
Topics: Publishing, Difficult customers, Self-Care, Thriving Under Fire
What would Alan Duff say about this.
0 Comments Click here to read/write comments
Topics: Angry, Upset People, Aggressive, Alan Duff, John Carter, John Key, Perspective
Alan Duff reappeared in court in Taupo last week and was acquitted of charges against him. He allegedly shouted in the face of a policewoman who stopped him for speeding and then tried to handcuff him. Duff told 3News he was angry with the policewoman. “I was angry but my lawyer did point out that a senior judge said that the right to speak inoffensively is no right at all. In other words, we are allowed to show emotion and everything else”
0 Comments Click here to read/write comments
Topics: Angry, Blog, Upset People, Aggressive, Alan Duff, Law
The TUF: Thriving Under Fire programme was honoured at the recent New Zealand Association of Training and Development Education Trust Awards when John Faisandier received the Training Award for Facilitation/Delivery.
0 Comments Click here to read/write comments
Topics: Blog, sensitivity, Agitated, feelings, Judges, staying calm, Training Award, Uncategorized, Upset
The process of changing our life position begins in earnest during adolescence when we develop competence and confidence in many things. With loving support and encouragement of mentors and peers, we gradually develop a sense of ‘OKness’. We need to be able to admit that at times we feel ‘not OK’. We need to be able to live with that discomfort and trust we can also change.
0 Comments Click here to read/write comments
Topics: Blog, I'm OK You're OK, Life Positions, Self-Care
I’m OK, You’re OK. These life positions are chosen by a child when they are between two and three years old. The most common position chosen is “I’m not OK, You’re OK”. That is “I am little, I can’t do a lot of things, I can’t express myself clearly, I am clumsy and need lots of help from you, my parents and caregivers. “You, on the other hand, always help me. You clean me up, you can reach things, you feed me, you give me cuddles and you love me. You are OK.” This is the position a person lives with until they consciously change it. Many people don’t like the discomfort of this position and unconsciously try to overcome that by ‘acting as if’ they are OK. No matter how hard they try to do things well and be OK deep down they feel ‘not OK’. This life position becomes a problem when there is a conflict, such as when a customer is upset. If the customer takes the superior position they will act as if ‘they are OK’. They might rant and rave. They may complain loudly. The person on the receiving end will act according to their life script and act as if ‘I’m not OK’. More next time on what we can do about it.
0 Comments Click here to read/write comments
Topics: Blog, I'm OK You're OK, Life Positions, Self-Care
Alan Duff does a “rant”. He claims to the judge in the Taupo court that this is not aggressive. It is just a rant. The policewoman involved in issuing him the speeding ticket certainly thought he was aggressive.
0 Comments Click here to read/write comments
Topics: Angry, Upset People, Aggressive, Alan Duff, Law, Rant, Uncategorized