March 2013
Intermediate to advanced
208 pages
3h 58m
English
Content preview from The Customer Service Survival KitBecome an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
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CHAPTER 16
Just Plane Terrible
YOU ARE A GATE AGENT for Good Time Airlines. But tonight, you are not having a good time. Why? Because of the long line of angry-looking people who have been queuing up in front of your podium.
You see, telling one or two people that they aren’t going to get where they want to go is no fun. Telling the two hundred people who just disembarked from the Boeing 767 at your gate is even less fun. And worst of all, these people have been on and off this plane for hours during this winter storm—taxiing out, waiting for the plane to be deiced, waiting too long to take off, and coming back to the gate again. Now weather conditions have finally shut down the airport for the evening.
Your job is to tell these two hundred people: ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.