It is very rare to see Indian brands being mentioned for its service excellence. Today I was fortunate enough to to read one such story about Kingfisher Airlines. The story becomes more interesting because it is from one of the renowned management gurus of our times -Tom Peters.
Read the story here : Tom Peters Blog
Kingfisher Airlines has very cleverly used " Moments of Truths " to differentiate itself from the rest of airlines. Infact, the brand took extra care to treat the customers like real guests. The above said story also reveals another lesson - little things matter most in customer service. The biggest job for the service provider is to find out those little things which can create a " WoW" factor. Kingfisher created lot of goodwill when they appointed Ushers who would help carry the luggages of the customers. It could be done by any airline but it was Kingfisher who first thought about it.
A sincere smile, genuine care and happy employees can create a powerful differentiator.
Kudos to Kingfisher Airlines Team.