Segue writes:
The best business model for FA's in Asia. Ever flown Cathay Pacific or Singapore Airlines? Unbelievable level of service. I'd rather be in Cathay economy that UA First Class. The difference is that these people are not making a career out of it, just something to do when one is young and out of college and looking for adventure. In most customer service businesses, people get burned out after 5 years unless they have the "service gene". I think CX attendants have to retire at 40 or something like that. After a couple of years doing what an FA does, what else is there to learn?
Art responds:
There are many reasons why Asian carriers excel in customer service. One of the most obvious is the Asian airlines have not been forced to cut back on basic amenities. Here in the good ole' US, passengers get upset with us when they ask for a blanket or a magazine and we apologize for not having any. This is hardly the f/a's fault. No matter how sympathetic I am and how much I apologize, I too frequently get the rolling eyes followed by the long sigh or a snide remark. People then turn around and say the f/as don't offer good customer service. The sad fact is, we have very little to offer nowadays: no magazines, no pillows, no blankets, no customer complaint forms (they're now online), etc...We get tired of having to apologize for the cutbacks because we'd love to be able to offer these things again. Now, I ADMIT THAT SOME COMPLAINTS ARE VALID!. I do not deny that a minority of f/as are jaded and should retire or quit because they are unpleasant or lazy (note: one will find such people in ANY industry), but the vast majority of my colleagues are professional, intelligent, and lots of fun.
Much has changed over the years: I started flying international back in 1986. We had flowers in the lavatories, meal choices, gifts for first class passengers, etc...Today, we have bare minimum. It is not how I would like to see it, that's for sure.
Another reason for which Asian carriers excel in customer service is cultural. My father is from Shanghai and I lived in Taiwan and Hong Kong as a boy and I still travel to China almost every year. Two of my brothers are married to Asian women. I can say with some knowledge and familiarity that the Asian culture lends itself to the woman catering to the man. Almost all f/as in Asia are female (except for the pursers and a few exceptions) and many are indeed forced to retire when they reach the ripe old age of 35 or get pregnant. Sound familiar? It ought to, because the US carriers were the same not too many years ago. Now, my father used to ask me why United and AA didn't put the pretty, young women on the trans-Pacific flights. It took a lot of patience as I explained to him the seniority system, different cultural expectations and standards, etc...after the Richard Reid shoe-bomber flight, he readily agreed that it was a good thing the crew was seasoned and knew what it was doing. Had it been a plane full a twenty-two year old beauty queens, would it have turned out as well? I seriously doubt it (no offense to the 22 year old beauty queens reading this!).
Segue also asks what can one learn after two years on the job? Well, it may not be obvious to him (or her), but I will refer to the above paragraph and he can figure it out from there. Again, temperance, vigilance, experience, and the wisdom gained with age count for a lot in this job. The most visible aspect of the job is serving a coke, but there is a bit more to it. Just ask any crash, heart attack, or hijack victim and he'll tell you so.
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