Air Transport World

SAS markets training know-how.

SAS markets training know-how

There's more to keeping the customer happy than running a punctual airline and providing convenient schedules, clean and well-maintained airplanes, and attractive meals and snacks. All of these nice and important things can be negated by grumpy or indifferent cabin and ground personnel.

Nowhere is this understood better than at SAS. Shortly after Jan Carlzon took over as CEO in 1981, he set out to create "a new SAS' that would win back passengers who had been deserting the carrier.

This new SAS would boast many product improvements. But equally important, to hold onto the passengers attracted by the improved product, it would be pervaded by an attitude of courtesy and attentiveness. Employes would even be encouraged to ignore the rules at times if the result would be better service. "The only really valuable asset we have,' Carlzon told his people, "is a truly satisfied customer. …

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