An Extraordinary Birthday

Not quite 8 years old, Luna is a pensive and very well-behaved little girl, according to her grandmother.

Magic fingers on keyboard, Aurélie prestidigitates. On the line, she finalises the reservation and discovers that the little girl will be flying on her birthday! The grandmother can’t praise her granddaughter enough. Touched by her words, Aurélie decides to do something special for little Luna…

And as if by magic, she moves heaven and earth to organise a little party during the flight! Little Luna is about to experience a real-life fairy tale! Aurélie contacts the port of call to orchestrate the festivities.

On the big day, the little girl is totally surprised… A shower of attention, gifts, and a cake – as if by magic! Her father, dazzled, recalls his own childhood…

The little girl, the father, and the grandmother, very fond of Mauritius, are enchanted. The Mauritian magic has worked! They send photos of the unforgettable moment: surprises, emotions, cake… Luna has received a little dream as a birthday gift.

And that’s how Aurélie did her magic trick for her customer’s eighth birthday! 

A Honeymoon in Peril

Spain. Two young turtledoves plan to honeymoon in Bali. A dream come true… D-day: They arrive, all excited, at Paris-Charles de Gaulle airport. When suddenly, tragedy strikes: The border police inform the newlywed (who are Indian nationals) that they don’t have a visa to travel to Bali. They won’t be allowed to board the flight. Hope is lost. The diagnosis comes down: a compound fracture of the dream. The bride calls us, in tears. She begs us to find a solution so she won’t “regret the wedding.” Eduardo and his manager run additional tests to administer emergency resuscitation to the dream. They work feverishly to find a dream destination that doesn’t require a visa. Eduardo conducts in-depth research on the status of all flights using his reservation software. In close collaboration with his manager, who does a Web search on immigration conditions in various countries. This honeymoon must be saved! Eduardo puts all his talent as a customer adviser to work to help the devastated couple. He listens attentively and analyses the symptoms. He empathises with the brokenhearted bride. His benevolence and sympathy go to work to relieve the distress. Eduardo finds the solution and prescribes an idyllic week in Mauritius, a destination that doesn’t require a visa… The honeymoon is saved!  Our pair of turtledoves, back from their lovers’ holiday, send a gift to the adviser, who’s proud and touched… And that’s how Eduardo saved an endangered honeymoon!

In search of a lost sister

 It was 15 years since she had last seen her sister. The customer harboured a dream to meet up with her again. But the thought of booking her ticket on a cold, anonymous server was putting her off. This was a key moment in her life and she wanted someone to hold her hand along the way. It was then that she contacted Lyly to tell her about the importance of her planned reunion and the emotions it was churning up. And then, she had to make do with a minimum of loyalty points because she had only just reached the required balance. Lyly paid attention and made careful note of all this information. She pulled out all the stops to help her customer's wish come true, creating a real bond of trust between them. The emotional customer expressed her gratitude to her advisor who knew how to listen to her, understand her and guide her. A moment of complicity and an experience that left a lasting impression on both of them. And that was how Lyly organised her customer's reunion with her sister without a bug!

The Case of the Vanished Passenger

Paris-Charles de Gaulle Airport. A passenger going to the Seychelles has been reported missing.

There was no trace of the customer at check-in.

The mystery was unsolved until she contacted Customer Service. Julien took charge of the investigation. The passenger in question speaks neither French nor English… No problem. Julien speaks to her in her native Creole. The customer is totally lost in the immense airport. She’s missed her flight and needs to catch another one as soon as possible.

Julien questions the victim, picking up clues that enable him to figure out where she is. She needs to get to the right check-in desk for the next flight to her destination.

An exceptional situation requires exceptional methods. He sets out on the trail of his customer after getting hold of a map of the airport so that he can check the directions.

He notifies the airline’s desk and asks that they make an announcement, which proves pointless since the passenger can’t understand it… Undeterred, Julien insists that the lost passenger be escorted from one terminal to the other.

Elementary, my dear Watson! And that’s how the customer was able to find her way to the terminal and check in to the right flight. She made a point of expressing her emotions and her gratitude to this exceptional advisor who went out of his way for her.

And that’s how Julien conducted his successful investigation to solve the Case of the Vanished Passenger.

"Smile and the world smiles with you." Try to light the spark at every opportunity... This is how Carole views the world and, by extension, her work. She sees it as a place of fulfilment and pleasure. Opt for boldness, bring out potential, allow each individual to shine through their talent, Carole loves adding sparkle to life and to the teams she supports day in and day out.

From our Facebook wall to Venetian gondolas, from the Frankfurt hub to the beaches of Abidjan... All interactions with customers are journeys of a sort. Every exchange can end in something special, something moving if you are willing to seek it out and cultivate it. It's all in the intention, in the momentum. A smile that can be heard, the right words, a thoughtful postcard, good advice: little acts of kindness to spark genuine emotion!

And that's how Carole's lights up the daily lives of customers!

It was while queuing at the airport that Naima overheard a conversation between a passenger and his wife who was worried about loyalty points on her payment card expiring... A whole patchwork of questions! Although she was setting off on holiday with her husband, Naima simply had to guide them! It was with considerable tact that she introduced herself, joined the conversation and offered her help. The passenger was delighted by this chance encounter! Naima explained the programme's conditions and offered them an alternative solution to avoid losing the points. The customer spontaneously handed her his business card and said she should contact him again after their trip. Which is precisely what Naima did. Grateful for all this support and reassurance the now convinced customer hailed her service-minded attitude. This is how Naima views her job: she weaves links. It is a long and meticulous weaving process.

And that's how Naima weaved a solution to win over her customer!

A handbag named desire

With her mother’s birthday approaching, the customer had sent Michael an e-mail. For weeks, she had been searching for the ideal handbag, in vain. Satchel, bucket bag, shoulder bag, clutch? Which model? Anthracite, cobalt, garnet, silver? What colour?.... Understanding that his customer was lost, Michael arranged a telephone meeting the following day to advise her. While they were talking, he learned that the customer’s mother was a veteran fashionista, an absolute fan of the brand whose ambassador he was. The customer wanted THE “It Bag” for her mum… He asked about her preferences and her day-to-day activities to get a better idea of her needs. They went over the collections together. Michael shared his passion, telling her about the know-how and inspiration that were behind each creation that appealed to the customer. She confessed that she was worried about making the purchase blindly, and Michael reassured her, explaining that his job was to help her make the perfect choice, not to push her into a sale. He offered to get photos for her – of a colleague wearing the bags on her shoulder and from the shop, so that she could judge the interior of the selected bags. He also created a file with detailed explanations, including the photos, creating a kind of personalised virtual purchase experience for his customer.

She called him the following day, having made her choice: a sky-blue grained-leather bag. Michael informed the shop and monitored the sale, asking that the gift be wrapped with the utmost care. A week later, the customer called just to thank Michael; she was over the moon. She wanted to tell him how much she appreciated his involvement and attention to details – even the gift packaging… He had helped her give the most precious gift she had ever given.

The following Christmas, the same customer’s mother called the customer service of the couture house, and asked to speak to... Michael! She wanted to make a gift of THE handbag for her daughter… “What goes around comes around”!

And that’s how Michael made his customers happy without committing a “fashion faux pas”!

Fill Your Life With Champagne

WhatsApp. Margaux gets a message from a gentleman who wants to change his airline ticket. He’s just learned that he has health problems and unfortunately won’t be able to make the big trip he’d planned in February, since his operation is set for January. His situation is all bottled up! But don’t worry. Margaux has flair! Their conversation gives off notes of tears and confidentiality. Despite the state of his health, his motto is still “Fill your life with champagne and it’ll be forever bubbly” (a sparkling Italian wine will also do, he says)… Margaux cancels his ticket, but can’t reimburse him because of his ticket category. He’ll drink the cup to the bitter dregs… Suddenly she feels as if she should make a gesture. She wants to let all her sympathy pour out and overflow. At this difficult time, to wish him a Happy New Year, she sends him a bottle with the following message: “Fill your life with champagne!” Tipsy with happiness, the gentleman calls Margaux to thank her and wishes her a Happy New Year too… And that’s how Margaux put the sparkle back in her customer’s life!

The Old Gentleman

A day. A moment. A state of mind. 7:00 a.m.: The alarm-clock rings. The softness of the morning light. Sweet coffee. Viyaleta savours it. The day is beginning. On the telephone, she concentrates on answering her customers. Hundreds of questions, hundreds of answers. A brisk, sustained pace. Time gently passes as case follows case. Now it’s the last call before the end of her shift. At the other end of the line is the voice, tired but very distinguished, of an elderly gentleman. The man reminds her of her grandfather. He’s in need of help and the computerised world is not his cup of tea. He’s looking for flights on specific dates because he must return to Sweden in time for surgery. Viyaleta, despite the technical vagaries, listens attentively to her customer. She contemplates him with her ears. She takes an interest in him. In his world. His problems. The elderly gentleman feels that his needs are taken into account. Feels consideration. Viyaleta wants to do the best she can, within her possibilities. She allows some of the sweetness and softness that have accumulated during the day to come through. A note of humour. A touch of perseverance. It’s all in the gesture, the benevolent attitude. And the alchemy works. Viyaleta finalises the reservation for her blissful customer. Moved, he murmurs “I kiss your hands!” And that is how Viyaleta distils sweetness and softness day by day!

The Lost Suitcase

The customer was at a loss when his suitcase went missing – not a trace of it at the stopover airport or at the final destination… He called Customer Service to express his distress and disarray. Begging for someone to pay attention, to find a solution!

At the other end of the line is Juliana, who welcomes him with open arms and relieves him of his burden. She listens attentively and brings all her resources to bear, with enthusiasm, to reassure the customer. She gives her best unstintingly. She could have just given him the number of the luggage claims department, but she puts herself in his shoes and doesn’t even consider it. And yet the case – albeit a thorny one – had been closed. But with perseverance, she has it reopened and handled it with admirable efficiency. Assuredly, the disappointed customer is dazzled by her remarkable professionalism!

With Juliana, the case was in the bag!

A few days later, she receives a warm, thankful e-mail. The customer made a point of congratulating her personally.

And that’s how Juliana sent her customer’s discontent packing!  

The hopeless romantic

It’s apple-blossom time. After an idyll of five years, the lover decides to propose to his loved one. He chooses a date rich with meaning – the anniversary of the day they met. And an exceptional ring to offer on bended knee. The swain has carefully tended and pruned the preparations for the event.

He orders the ring via an on-line store, and then realises that delivery will be delayed, since he’d failed to calculate week-end days. There’s a toad in the carefully tended garden! His heart is heavy as a watermelon…

The lover contacts Christina, who checks and confirms that indeed, the ring will never arrive in time for him to pop the question. Are all his efforts to be for naught? Christina refuses to see her customer’s big day spoilt because of a delivery! Since the lover had planned to propose in Paris, she immediately contacts the shop and sets up an urgent visit by her customer… for whom the sun shines again!

All that was to happen happened! The following Monday, the customer, newly betrothed, warmly thanks his advisor… who blushes red as a peony!

And that’s how Christina helped with a harvest of happiness!

The Lady of the Flowers

Because his grandmother is “a touch hard of hearing,” a thoughtful grandson calls the company to reserve a flight for her. He also requests an accompaniment service since Grandma is not as spry as she used to be… With this rather routine request, he insists on one specific detail on the reservation: The last time, the assistant pushed the wheelchair a little too fast! Poor Grandma was white as a sheet! And Belinda doesn’t dismiss his request! How could she be insensitive to so much concern from a grandson for his grandmother? She sees to it that the message gets through, and it’s the crew chief herself, all smiles in her green outfit, who comes for the lady with flowers from a certain Belinda, who handled the call… Everything is rosy! Grandma, deeply touched, turns red as a poppy! And that’s how Belinda makes sure her customers see life through rose-coloured glasses!

A stitch in time… 

In the Paris Métro a gentleman encountered a lost bag. Eager to see it returned to its owner, he had an idea: call the number of the customer service of the airline whose name was on the ticket. Astounding!

And that’s how he contacted Eva. All ears, she braved the chain of imponderables to finally track down the owner of the ticket. Together they discovered that it was an American lady. Eva asked for the gentleman’s mobile number in order to get in touch once she had located the lady.

Imagine her relief when she learned that her bag was in good hands!

Eva, having reassured her wholeheartedly, was happy to be able to put her customer in touch with her “saviour”; they set up a meeting in a large Paris station to return the lost item.

And that’s how Eva tracked down her customer!

After lots of failed copy-pasting and unsuccessful login attempts, an 84-year-old customer was wondering whether she would ever manage to reset her password. Nothing was working and she was unable to log in to her loyalty account... At her wits' end, she got through to customer service and was immediately met by Axel's friendliness, availability and patience... talk about a good start! In a hesitant voice, she described the problems she had been facing. But during the conversation she became exasperated by her noisy 10-year-old granddaughter, who was preventing her from grasping Axel's explanations... All this commotion failed to throw Axel off track, quite the opposite! He cleverly responded by getting the grandmother to ask her digital native granddaughter to perform the process. It is with a certain pride that the little girl did just that, successfully logging in at the first attempt! Her delighted grandmother hugged her in thanks!

And that's how Axel patched things up between his customer and her granddaughter!

An e-mail with a flourish…

Roaming around the corridors or sitting behind her desk is where you will find Sabine. Her role is to create a fresh dynamic every day so that each member of her team grows and gives the best of themselves. Getting them to grow requires know-how underpinned by finesse and no little skill. With her gentle voice, she will whisper a welcoming message in your ear brimming with empathy and kindness. For Sabine, every word has its particular value. She weighs them up, evaluates them, shapes them, delicately picks them out on occasion... In any case, they always ring true! On a beautiful summer morning, she caught her breath when she came across an unfortunate turn of phrase in an e-mail addressed to a customer... "please visit the site"... After a passionate consultation with her colleagues to find the right words, in crystal clear tones they spoke as one: "Come on, I'll show you the way to the portal...". So much more inspiring! And that was how Sabine breathed new life into an e-mail addressed to her customer!

Enchantment at the Airport

A perfect gentleman wants to dazzle his lady love… He calls on us to assist in organising a surprise for his sweetheart: they’ll be making a stopover at Paris-Charles de Gaulle airport and he wants a complete outfit to be ready for her at her favourite boutique.  Allison takes charge of the assignment, attentive to all her customer’s wishes. And those wishes will come true! No detail escapes her. Allison has more than one magic trick up her sleeve! She passes on the precious information to her colleagues at the airport boutique. When the big moment comes, Madame discovers her surprise. The outfit is sumptuous. The shoes are exquisite. The handbag is sublime. Abracadabra… oh! And who are these sweets for? Macaroons with orange-flower water… As if by magic, her favourite little indulgence, accompanied by imperial tea! Stars twinkle in the lady’s eyes! A few days later, Allison receives a thank-you e-mail and a photo of her customer’s wife, dressed in her new finery at a gallery opening in Los Angeles… And that’s how Allison enchanted her customers - without a magic wand!

An appropriate improvisation

On a fine June day, a customer called Marie-Lu to book tickets for Cancún. Marie-Lu’s quick and attentive eye spotted a detail: the customer’s birth date. He was 56 years young that very day!

Just the sort of thing our big-hearted advisor dreams of! It was the perfect opportunity to ensure a memorable experience for the gentleman! So she finalised his booking, and when it was time to thank him and hang up, she improvised a chorus of her co-workers to sing “Happy Birthday” into her mike… to applause and sincere exclamations. Her customer couldn’t get over her gesture. His emotion soon poured forth; with tremolos in his voice, he thanked the joyous team.

But the daring and generous Marie-Lu, being the person she is, was not about to be content with that! After the musical interlude, she spoke to her team leader in order to do a “little something extra” for her customer. And she called him back a few minutes later to give him a little gift: a handful of points on his loyalty account. The customer was moved by her unexpected gesture. While it was a small one, the thought behind it was grand and fine.

And that’s how Marie-Lu gave a choral performance of “Happy Birthday” for her customer!

War and Peace

 Aaron loves literature. He chain reads. He collects books. He devours them. He is the epitome of a bookworm. So when his customer requested a simple Internet access code one day and Aaron discovered that the answer to the security question concerning a favourite book was "War and Peace", he was naturally thrilled: "War and Peace... Tolstoy, superb, great choice!" he enthused. The customer was astonished to learn that his advisor was on the same page, to coin a phrase! And so they discussed the many translations of that classic, the author's other works, and more. A fascinating literary journey began for them both! A blank page was completed together. Aaron had managed to turn a standard, everyday call into the kind of surprise that can make all the difference. He definitely has no plans to turn the page as far as his job is concerned! And that was how Aaron read his customer like an open book!

Little Mathias

Little Mathias, age five, is travelling without his mother for the first time. She’s anguished at the idea of seeing her little boy leave, even if he is headed straight to Granny’s loving arms in Nice! “It’s the first time… What if he feels lonely? Or gets lost? Or loses his security blanket? Mathias can’t sleep without it…” In her anxiety the mother has lost all mental clarity. Sensitive to her latent fears, Marc, as he’s finalising the reservation, quiets all her concerns with a flood of soothing words.
In his own words, he reassures, calms, comforts. He listens. He generates trust. With open questions, he helps her express her fears. Then he reformulates them with objectivity. Little by little, the mother sees things more clearly… And she even laughs about her anxiety! The secret to his expertise? First and foremost, empathy. There’ll be someone there to take little Mathias by the hand, of course. But at that particular moment, his Mom was the one who needed that someone… And, finally, she was reassured!  And that’s how Marc gave peace of mind to the young and the not-so-young!

In Search of a Lost Doll

Paris. In a large theme park. Pressed against the showcase window of the toy store is the face of a little girl. She has just arrived from Spain for Christmas with her parents. Her wide child’s eyes are fixed on a doll. Ariel, the Little Mermaid. She’s fallen under her spell. Delighted to play along, her parents say they’ll make sure Santa Claus gets the message. And very secretly, they buy the doll… Santa will do his job well this year! But back in Spain… catastrophe! The bag is crushed. The doll is broken. The dream is ruined! And the parents are in deep despair! Ariel – a victim of her own success – can’t be had for love or money at the e-shop or in any toy store in Spain! She was an exclusive offer at the theme park. One of a kind. Their little girl’s doll. Hector, who hears about the story of the disheartened mother, is full of sympathy for her… So he sets out to search the Web. In all its hidden corners, he hunts for the precious object. His sharp eye looks everywhere. Searching for the doll. He dons his adventurer’s garb. He leaves no trail unexplored. And suddenly, following up on a link, he finds himself face to face with the Little Mermaid… His heart skips a beat… His finger clicks the button! And the glistening Little Mermaid is in his shopping cart! The precious find is sent to Spain just in time for Christmas… And that’s how Hector went on a hunt for the most precious treasure of all!

On wings of adoption

By telephone. A couple contacts Francis to reserve two tickets in connection with an adoption, to go and pick up their future child in Thailand. The adoption date has been postponed several times by the local authorities. A year of frustrated hopes and profound joys during which Francis accompanies the future parents through their adoption tangle, bringing all his know-how to bear to make the mission a success. Together, they experience the disappointments at the seemingly endless wait… But Francis keeps the faith. There can be no end but a happy one! As the months pass, he takes the couple under his wing, monitors the progress of the adoption process, listens to the distressed couple’s prayers, and puts his whole heart into reassuring them. Meanwhile, the happy young parents are back in France with their child and have begun their new life as a family… They’re walking on a cloud! During the return flight, aboard the plane, thanks to the communion between BlueLink and the airline we represent, they receive very special treatment. Francis writes a lovely letter, accompanied by a gift, to welcome the little angel and congratulate the new family. And that’s how Francis took a pair of future parents under his wing!

It’s a Small World

Via chat. A customer in distress calls Anthony for information about a relaxing escapade. She wants to make a surprise gift to her beau for his 40th birthday – a trip focused on well-being and relaxation. The only problem is that she herself is anything but relaxed! It seems that on a visit to a trade event a few days before, she’d heard of the dream hotel. An idyllic setting. A unique gift.
But the poor lady has lost all the brochures about the various offerings and proposals for such trips… Anthony knows that the birthday is just around the corner, and the surprise simply must not fall through! As they talk, he discovers that they both live on the same street! Naturally he offers to drop off the precious brochures in her mailbox that very evening. Oh yes! Anthony is like that – he goes out of his way! After all, it just seems natural to him… His customer is astounded! She can’t get over it! An effusion of “smileys”! A flood of “Thank yous”! And so, the next day, Anthony’s customer is able to reserve the surprise trip, which turns out to be a sensation… The proof? A warm letter of thanks to a customer adviser who’s a bit better than average… And that’s how Anthony created a surprise… by surprise!

Generosity knows no age

Little Jules had a well-stocked airline loyalty account, but winter upon winter passed without any flights, and one morning his mother saw that his points had disappeared! Into thin air! They’d expired overnight! The small boy had a lovely plan – to donate them to a charitable association… a most generous initiative!

On Facebook, Jules and his mother wrote to Martin to explain the situation. Reading their message, the advisor’s heart swelled with emotion; he wanted to know more about this little boy who preferred to give his points to those less fortunate rather than receive a present… His account was not up to date. Martin went to work filling in the missing fields and couldn’t help but share his profound admiration for Jules, for his “altruism that was a pleasure to see,” and wanted to congratulate him and encourage him by restoring all his points on his next flight so that Jules could “play Santa Claus” early and make his gift!

And that’s how Martin helped his small customer fill Father Christmas’s sack!

Hugo has always been a bit of a music buff. Music is his daily fix which lights up his life. His job allows him to nurture this passion. He is keen to transmit his love of music through the brand for which he is an ambassador and the technological gems that he promotes every day.

One fine December day, Hugo had a new professional experience. Out of curiosity, a customer called to find out more about a product marketed by a disruptive audio brand. As the conversation progressed, it dawned on Hugo that the person on the other end of the line was someone out of the ordinary: a music lover too, he had perfect pitch but more especially, he was both blind and paralysed. His customer asked him to describe the device, along with its shape, colour and features, etc. Hugo threw himself into the task. He told the customer all about the elegant contours of the device. He explained that the curved form made the sound better. He enthused about the intense emotional experience of dense music. He described its physical impact. He advised him that when he received the device he should listen to a favourite piece of music the first time, so that he would feel the music with a new kind of intensity and clarity…

The customer was clearly moved and convinced by what he was hearing and thanked Hugo for a rewarding and passionate exchange, while adding that he was now keen to buy. Hugo called the shop nearest to his home and did his best to ensure that the customer could enjoy the device in the best conditions. This memorable exchange gave rise to  a fulfilling relationship that was set to last.

And this was how Hugo passed on his passion for music to his customer by striking the right chord!

A la carte customer relations

 Yasmine knows the benefits of the payment card for the brand she represents like the back of her hand. She is able to reveal all of its secrets in order to satisfy her customers. She strives to make each call a unique moment, a peaceful oasis in time. With her soft tones, she invites herself into her customers' homes to weigh up the situation... And this is where Yasmine's know-how really comes into its own: it is by actively tuning into her customers, by probing and sensing them out that she can tailor the offer to their expectations. The delicate art of sales concentrates all the flavours of customer relations. Obviously, it is not selling if there are no quality customer relations. It is the essence, the raw material of the sale. Which is why it is deserving of such special attention. It must be sufficiently ripe, not too much, not too little, and be bursting with flavour. Yasmine's senses are awakened: the background noise fades to nothing; she knows how to sniff out the emerging interest. She arouses the curiosity of her customers and their taste for novelty. No convoluted marketing pitches for her, she is able to find the right words to hit home. So reluctance evaporates. Sometimes, of course, the chemistry simply isn't there. Yasmine knows that's just part of the job. But she likes the slight sensation of giddiness that this uncertainty gives her... Her job? A challenge every day! And that is how Yasmine showers her customers with good deals without going over the top!

“I do” under the Eiffel Tower

Colombia. A passionate lover dreams of popping the question to his girlfriend during a visit to Paris. He’s made up his mind and he’ll give her the engagement ring under the Eiffel Tower! Find the perfect ring for the occasion… Grethel jumps into the assignment with both feet. It’s top secret. She keeps in contact with her customer over an entire month. They share whispered confidences – a month of interacting, in total secrecy. How many carats? What type of stone? White gold, or platinum? No slip of the lip will sink this ship! The future bride will be totally surprised! Grethel and her customer organise their calls at specific times of day to make sure the future fiancée will suspect nothing! One last incognito call before the start of the trip: Grethel, who knows Paris like the back of her hand and knows how important this event is for her customer, advises him on the perfect spot for a romantic stroll after his proposal… A few weeks later, Customer Service receives a photo of the couple standing together under the Eiffel Tower… And that’s how Grethel masterfully brought her assignment to a successful conclusion!

A Moving Interlude

Meena is going out of her way to help her customer. At the other end of the line, she can feel her nervousness. She is requesting a reservation to travel to her son’s wedding. She’ll be accompanied by her father; her son has insisted that his grandfather be present. However, her father is 95 years and has just undergone knee surgery. The customer fears that the trip may be too hard for her father to take in stride. Suddenly Meena senses the customer’s sobs, a sign of her deep anxiety.

Meena is all wool and a yard wide. She hears her customer’s distress. She takes her role seriously. It is to accompany, to reassure, to provide a sense of security. And she makes every effort, in all sincerity. She advises her customer about a specialised service for assistance to persons with reduced mobility. The customer says she’s made many requests for an upgrade to ensure her father’s comfort, especially since this would undoubtedly be his last trip. Meena checks the upgrade offers, but finds none. So strong is her customer’s emotion that Meena is deeply moved. She redoubles her efforts to satisfy her customer, who observes that her intentions are very laudable and touch her deeply. During the call, she notices that her advisor has a head cold and recommends thyme-and-honey tea; Meena is also very touched. To end the exchange, the customer asks Meena what her first name is and tells her it’s really a very pretty one… It’s an encounter outside the boundaries of time. A natural rapport. A mutual exchange of concern. A lovely sharing of feelings… Little things that light up the moment.

And that’s how Meena showed the sensitivity to share a moment of feeling with her customer! 

The keys to peace of mind

A member of an airline loyalty programme called his customer service to get an update on his card status and learn more about the benefits of the next level which he would shortly access. It was Ikuko who took his call. She pointed out the benefits of a card upgrade and explained how to go about it. She was so friendly and focused on the customer's needs that he took to calling on Saturdays or Sundays knowing that Ikuko only worked weekends. The calls started with reservations, but moved on to sharing experiences and travel stories and slowly a real relationship of trust built up between them. It was at this point that the customer had an accident and was hospitalised in Madrid. To make matters worse, his passport, credit card and ID were all stolen. Whom did he contact? Ikuko, of course. She resolved the problem by changing his ticket. She took charge of everything and reassured him. Since then, whenever that customer calls, he knows that his guardian angel is on hand to put his mind to rest... And that was how Ikuko guaranteed her customer peace of mind!