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  • The Storyteller

Silk Air: Coke with Salt

(In the not-so-long past, there was SilkAir, a subsidiary of Singapore Airlines, which served the regional routes.)


During the drink service on my flight back from Phuket, I asked for some water. Air hostess Michelle, upon hearing my hoarse voice, asked empathetically, โ€œYou have a sore throat?โ€ Just by asking, she has demonstrated her keen observation and interest in the passenger. ๐Ÿ’–


After passing me the cup of water, Michelle suggested that I try coke with some salt to soothe the throat. โ€œIt always works for me,โ€ she said in good nature. I told her I had never tried that before, and she then informed me in a gentle, assuring manner that she would pass me a can and a sachet of salt after. ๐Ÿ’–๐Ÿ’–๐Ÿ’– She made me feel very well taken care of.


As Michelle returned moments later with her โ€˜prescriptionโ€™, she wished me a speedy recovery. ๐Ÿ’–


Service Bank: 5 x ๐Ÿ’–


Reflective thoughts: If Michelle had simply provided me with my requested water, how would the Service Bank be affected? In your interaction with the guests/customers, what type of good advice do you, can you offer, that can better the health, make it more convenient, increase the perceived value and highlight the care instructions for the product, etc.?

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