Experiencing World Class Service Excellence
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Southwest University was the day George Harrison died, The meeting started with one of his songs being played on the hi fi system. As representatives of the UK we were offered the presenting teams condolences.
The same day was the graduation day for some 200 cabin crew. They had been whittled down from 90,000 first stage applicants and from 200,000 overall.
They had been on the training for five weeks without pay and (this was the end of November) would not get their first pay until early January. We were invited to go down – to the chant of the Brits are coming – and join them – and what an experience it was! A ten-minute ‘Hi’ turned into an hour long cultural exchange.
The energy, enthusiasm and positive emotion in the room was PALPABLE. For us reserved British people it was a bit like an Oprah Winfrey show in your office. We were paraded to the
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