Qantas has released half a dozen new videos about its staff and their work. The importance of service shines through all of the clips. Two stand out for me.
The first features Captain Jeremy Greenop, who says: “As a captain of a flight, you’re very aware of what the passengers are feeling, you’re aware that they want to get there safely, comfortably and on time.”
In the second, Tanya Lazarou, a Flight Attendant, comments: “It’s about making everyone feel welcome on board when they join us on a Qantas aeroplane … It’s really important in a customer service role to be able to anticipate their needs and exceed their expectations.” Indeed.