1. SERV/CE ABOVE AND BEYOND
Congratulations
for delivering
S E R V I C E A B O V E A N D B E Y O N D
You have demonstrated excellence on The Qantas Service Standards as you always...
1 Present a positive, professional image of yourself and Qantas
2 Take ownership of service failures and take action to fix the problem
3 Recognise customers in a warm, friendly, professional manner, using their names at every opportunity
4 Cooperate with other departments for the benefit of the customer
5 Provide an alternative or explanation when unable to meet customer requests
6 Take ownership of and follow through on customer requests and problems with empathy
7 Ensure that your job knowledge and skills impress the customer
8 Endeavour to understand the needs of the customer
9 Ensure the customer feels safe and secure
10 Present yourself and Qantas in a pleasant manner which reflects a premium international and
contemporary style of excellence.
STEPHEN THOMPSON
Awarded by
REGIONAL MANAGER, VICTORIA
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