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  Service Stars

The flight attendants who showed
pride in their airline

Satisfactory customer service is seldom memorable. What is memorable is poor service and service that goes the extra mile. Sometimes it only takes a small gesture to change a routine customer service experience into one we will recall months later, we will tell others about and will cause us to become repeat customers. Those who do those little extras are truly Service Stars.

Call it “Westjet Pride.”  Employees of this no frills, low cost airline seem genuinely excited and proud of what their company has accomplished and what is yet to come.

Much has been written by others about how this company has empowered staff to make the drudgery of flying at least somewhat enjoyable.  Fun is permitted, leading to the telling of corny jokes, contests in the air and silly songs that the flight attendants perform.

What I have noticed are the unscripted announcements during which flight attendants and pilots seem to brag that:

  • new destinations will soon be added
  • a new wing design will make aircraft more efficient, reduce fuel consumption (and left unsaid, keep fares low).
  • by removing one row of seats, passengers now have more leg room.
  • TV screens will soon be installed in seat backs and passengers will have the choice of several channels during flights.

It feels good to fly on an airline where employees seem excited about where they work, what they do and how their employer’s plans will improve the passengers’ (referred to as “guests” in Westjet jargon) flying experience.

Now if only the enthusiasm of Westjet staff would rub off on those glum faced security screeners who stand between the cheerful staff who check in passengers and the smiles that welcome them aboard.


Nelson Scott offers several Customer Service Presentations, including Customer Service MAGIC: Changing Complainers into Loyal Customers; What Your Mother Taught You About Customer Service and other Training Resources developed by Service Quality Institute and the Vital Learning Corporation.


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A professional trainer, speaker, and consultant since 1995, Nelson Scott works with organizations that are committed to making the right hiring decisions, developing and retaining productive staff, and strengthening relationships with customers.  Learn more by visiting or e-mailing


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