S100 Managed Heart Powerpoint

Billcollector 2billcollector continued

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Unformatted text preview: FOR PASSENGERS TO COMPLAIN ABOUT­­TIGHT SEATING, FLIGHT DELAYS, LOST LUGGAGE, ETC. POST­1980s FLIGHT ATTENDANTS POST­1980s FLIGHT ATTENDANTS MORE PASSENGERS PER FA (SPEED­ UP) MORE SURFACE ACTING, LESS DEEP ACTING HOW ARE FAs RESISTING? 2. BILL COLLECTOR (FOR THE 2. BILL COLLECTOR (FOR THE SAME AIRLINE) COMPARES WITH FLIGHT ATTENDANTS MAINLY MEN SHORT TRAINING PERIOD­­1 DAY NEED ONLY SURFACE ACTING­­ SOUNDING TOUGH DEGRADE CUSTOMER'S STATUS (IN CONTRAST TO FA, WHO INFLATE IT) 2. BILL COLLECTOR 2. BILL COLLECTOR (CONTINUED) TAUGHT LACK OF EMPATHY, WHILE FAs ARE TAUGHT TO EMPATHIZE WITH "IRATES" ANONYMOUS­­USE FALSE NAMES, WHILE FAs WEAR NAME BADGES COMPLAINTS FROM CUSTOMERS MAY EARN A BILL COLLECTOR A PROMOTION, BUT MAY C...
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