AP Podcast - Episode 92: Matt and Josh discuss service urgency and lessons unwrapped from a canceled flight
A delayed flight? No big deal. Missing a connecting flight? No big deal. Rental car employees showing no empathy or urgency AND not honoring a reservation? VERY BIG DEAL!!
In this episode, Matt and Josh unpack the leadership and training lessons from a recent travel experience. Employees who show no empathy or urgency make bad situations worse. The silver lining? In the end, an employee from another company showed both empathy and urgency on behalf of a weary traveler, and ultimately became a service hero - so much so that she solidified Matt's loyalty to one particular rental car company.
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