I was reminded when on a Qantas flight earlier this week that it is the exceptions we encounter in business which test us.

A passenger on the flight experienced a medical emergency and required urgent in-flight treatment. I was seated across the aisle and saw first hand the swift, calm and professional response from the Qantas team – the same team which spends most of their day taking care of meal services and checking tickets.

Our Help Desk services are a bit like the Qantas experience: most days it’s business as usual with each call. The real test is in how we handle the exception – an emergency or some extremely time sensitive situation. Key to this is swift identification of the call being different to the usual.

Hopefully, we’re like the Qantas team I saw, swift calm and professional.

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