This document discusses JetBlue airline's emphasis on excellent customer service. It contains quotes praising JetBlue for prioritizing customers and making them feel welcomed. The document encourages building trust with customers by managing expectations, communicating respectfully, and focusing on customers' needs rather than negativity or limited budgets. Staff are told to be visibly engaged with customers rather than phones. The goal is to make customers happy through amazing service.

1. AMAZING
Customer Service
Stephen Maguire, M.Ed

3. JET BLUE DOES IT
RIGHT...
“THANK YOU FOR FLYING
JETBLUE, WITHOUT YOU,
WE’D JUST BE A BUNCH
OF TVS FLYING AROUND
THE COUNTRY.”

4. OUR CUSTOMERS ARE #1
ALL THE TIME. WITHOUT
THEM, NOTHING ELSE
WOULD EXIST!
(JET BLUE???)
CUSTOMERS
ARE # 1

7. “The answer
was always
yes.” -Random man from flight

8. ALWAYS WELCOME REASONABLY LATE BUSINESS

11. - Norm Walker

13. OPEN THE BOX… THOUSANDS OF DOLLARS

16. LET’S NOT TAKE OURSELVES TOO SERIOUSLY

18. “Sorry about that! It’s wasn’t
the flight attendant’s fault. It
wasn’t the pilot’s fault. It
must’ve been the asphalt.”

19. 1) Return everyone’s
correspondence
2) Keep your job site clean

20. LIMITED BUDGET,
WE COULD NEVER
AFFORD THIS!”
“CAN YOU AFFORD
NOT TO HAVE
CUSTOMERS?”

34. When people
feel safe, they
will want to
return

35. 15 MINUTES PRIOR TO LANDING…
“WELCOME TO ___________________”

37. ‘Shock people’ with
your customer
service!

39. Staff visibly on
their phones
impacts
customers

41. COMMUNICATION
TONE! “SAY WHAT YOU
MEAN AND MEAN WHAT YOU
SAY, BUT DON’T SAY IT
MEAN!”
BLUE HILLS WALK...
WALKIE?, LOOPER?

46. Our goal of
AMAZING customer
service should be
to make any
reasonable
customer happy

47. If the expectation of
what the customer
is going to ask is
‘unreasonable’ or
negative, that is how
we will respond!

48. Expect Excellence…
not negativity!

49. Build a bridge with cus

51. From: Stephen Maguire
[mailto:maguirepresentations@me.com]
Sent: Thursday, October 18, 2012 6:48 AM
To: Director@owlscrossing.com
Subject: Update on Nolan
Hi Judy and Suzanne... SO, after all these years of being a
teacher, I am finally on the other end as a parent : ) I was just
writing to check in on how Nolan is doing in school. Socially
fitting in? Being nice to others? Being respectful to adults? etc.
Thanks for your time... I've deal with 100's of emails like this, so
no rush getting back to me, I know how it goes : )
Have a great day...
Steve Maguire

52. On Oct 18, 2012, at 07:23 AM, Suzanne Fennelly
<xxxxxxxxxxxxx@comcast.net> wrote:
Hi Steve - Nolan is adorable and adjusting very well to school. He
seems to be very comfortable with the other children in the class.
He loves to play with the legos and that seems to be popular in their
class. It is early in the year and there is a lot of adjustment for these
little guys as coming to school is a very big step for them. I am
always amazed that they can come in to a group of peers and adults
that they do not know, and blend so well together in such a short
period of time! He is right where he should be at this point in the
year! His teachers will be able to give you more feedback as the
months progress but right now....no worries!!!
Sincerely,
Suzanne and Judy