There’s etiquette, and then there’s Jetiquette – a movement being led by Gailen David to improve the quality of service and “overall attitude” in the travel and hospitality industries. This year, Jetiquette earns a name for itself with Travel Weekly Magazine, who recently handed Gailen David a Silver Magellan Award for his groundbreaking customer service training initiative.
MIAMI, Sept. 16, 2008 — Gailen David’s Jetiquette Program gets the nod of approval from Travel Weekly Magazine, having earned the 2008 Silver Magellan Award in the Customer Service Training Category and captured attention from those who long to see marked improvement in an industry sullied by rising fuel costs, job slashes, disenchanted employees and disgruntled customers.
Each year, Travel Weekly hands out Magellan Awards to thought leaders and outstanding performers from Hotels and Resorts, Travel Destinations, Cruise Lines, Online Travel Services, Airlines and Airports, Travel Agents and Agencies, and Car Rental Companies. This year, Gailen David shines in the category of Customer Service Training, thanks to his Jetiquette Program which grooms and polishes front-line employees to become the best in their class while delivering a much higher level of customer satisfaction.
Gailen David sums up his Jetiquette global initiative as “Creating a more pleasant customer service experience … one person and one kind action at a time.” At his website, http://JetiquetteAcademy.com, interested parties can find a breakdown of individual and group training programs, and even a list of friendly tips to help customers navigate through their travel experience as smoothly as possible.
David’s Jetiquette program targets airline and hotel managers who need assistance with getting their people to carry out the procedures they have worked hard to develop. Says Gailen, “I don’t want managers to feel that I am just someone who comes in and forces my program on them. I help them with the employee part of making things happen and customize my half-day, one-day, or multi-day seminar programs to a format that will blend easily with their existing customer service initiative if they have one.”
Gailen David’s training covers everything from “how to effectively greet customers” to “proper forms of address when serving with heads of state.” One of the most notable features of his Jetiquette Program is that participants get to fully explore their attitude toward their career as well as their approach to living, in a way that is highly insightful, empowering, and for some, deeply emotional.
In his Jetiquette workbook, participants examine why they chose a career in customer service, what the “ideal job” would be where they would shine, and ways to get from that place of disillusionment, to one where they feel happy and proud to come to work and do their best, every single day. The program also features dynamic and engaging activities such as group role play, where participants enact unpleasant scenes from their customer service past, and then re-enact those same situations, this time using empowering skills and strategies learned in the Jetiquette program.
Gailen David is currently working on the Jetiquette(TM) Customer Experience Master Series, available in early 2009 though the company’s website at http://JetiquetteAcademy.com. In the meantime, companies are encouraged to contact the Jetiquette Academy to discuss customized programs that address their unique challenges and include their corporate branding.
For more information, visit http://JetiquetteAcademy.com.
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