Eric Jacobson

Three Keys To Great Customer Service

In Company Culture, Customer Service, Employee Engagement, Employee Satisfaction, General Leadership Skills, Leadership, Leadership Skills, Management, Motivating Employees, Team Building on February 9, 2011 at 8:00 am

United‘s Vice President for HR-Employee Relations, Donna Towle, says that if co-workers relate to one another within a company culture that fosters:

  • Trust
  • Pride
  • Camaraderie

…then great customer service falls into place.

Equally important for United is listening to its frontline employees.  Towle, in an interview featured in the airline’s in-flight magazine, says there can’t be a disconnect between management and the frontlines.

To ensure two-communication is taking place, United:

  • Dispatches teams to act as impartial liaisons between leadership and frontline co-workers to ensure that employees have someone in management they can speak to who is neutral and unbiased.

Towle also works with United’s leadership team to help ensure that:

  • Management delivers on promises
  • Shows appreciation for good work and for extra effort
  • Seeks and responds to suggestions and ideas
  • Shows interest in employees as human beings

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