Why "Lost and Found" is the Ultimate Masterclass in Customer Service
The Crucible of Conflict: Why "Lost and Found" is the Ultimate Masterclass in Customer Service The evolution of Sri Lanka's national carrier, from its 1979 inception as Air Lanka under Singapore Airlines' tutelage to its modern identity as Sri Lankan Airlines, brought about significant structural shifts. In the early 1980s, the "Customer Service" umbrella was vast, encompassing everything from Cargo to Inflight Services. Amidst these changes, a piece of advice from a Singaporean manager stood out: "If you really want to master customer service, you must work the Mishandled Baggage counter." At the time, the weight of that statement wasn't fully apparent. It was only years later, while working for a lean foreign carrier where multitasking was a necessity, that the wisdom of that advice became crystal clear. The 100% Conflict Ratio In most airline departments, the atmosphere is generally positive. At the check-in desk, perhaps 99% of pas...