Martin, 37, Father Christmas’s assistant

Generosity knows no age

Little Jules had a well-stocked airline loyalty account, but winter upon winter passed without any flights, and one morning his mother saw that his points had disappeared! Into thin air! They’d expired overnight! The small boy had a lovely plan – to donate them to a charitable association… a most generous initiative!

On Facebook, Jules and his mother wrote to Martin to explain the situation. Reading their message, the advisor’s heart swelled with emotion; he wanted to know more about this little boy who preferred to give his points to those less fortunate rather than receive a present… His account was not up to date. Martin went to work filling in the missing fields and couldn’t help but share his profound admiration for Jules, for his “altruism that was a pleasure to see,” and wanted to congratulate him and encourage him by restoring all his points on his next flight so that Jules could “play Santa Claus” early and make his gift!

And that’s how Martin helped his small customer fill Father Christmas’s sack!

Marie-Lu, 42, Diva of emotions

An appropriate improvisation

On a fine June day, a customer called Marie-Lu to book tickets for Cancún. Marie-Lu’s quick and attentive eye spotted a detail: the customer’s birth date. He was 56 years young that very day!

Just the sort of thing our big-hearted advisor dreams of! It was the perfect opportunity to ensure a memorable experience for the gentleman! So she finalised his booking, and when it was time to thank him and hang up, she improvised a chorus of her co-workers to sing “Happy Birthday” into her mike… to applause and sincere exclamations. Her customer couldn’t get over her gesture. His emotion soon poured forth; with tremolos in his voice, he thanked the joyous team.

But the daring and generous Marie-Lu, being the person she is, was not about to be content with that! After the musical interlude, she spoke to her team leader in order to do a “little something extra” for her customer. And she called him back a few minutes later to give him a little gift: a handful of points on his loyalty account. The customer was moved by her unexpected gesture. While it was a small one, the thought behind it was grand and fine.

And that’s how Marie-Lu gave a choral performance of “Happy Birthday” for her customer!

Lyly, aged 43, Reunion programmer

In search of a lost sister

 It was 15 years since she had last seen her sister. The customer harboured a dream to meet up with her again. But the thought of booking her ticket on a cold, anonymous server was putting her off. This was a key moment in her life and she wanted someone to hold her hand along the way. It was then that she contacted Lyly to tell her about the importance of her planned reunion and the emotions it was churning up. And then, she had to make do with a minimum of loyalty points because she had only just reached the required balance. Lyly paid attention and made careful note of all this information. She pulled out all the stops to help her customer's wish come true, creating a real bond of trust between them. The emotional customer expressed her gratitude to her advisor who knew how to listen to her, understand her and guide her. A moment of complicity and an experience that left a lasting impression on both of them. And that was how Lyly organised her customer's reunion with her sister without a bug!

As I was chatting with a female customer,

we made the most hilarious discovery:

She lives in the same street as the one in which I lived in Sydney

We shared memories and good tips about the Harbour.

 

I then asked in this regard:

What’s the weather like in Sydney?

Sunny ;-) and what is it like in Paris?

Cloudy with rain :-(

 

This friendly encounter made my day

An unexpected encounter

At the cross-road of our lives

It is most definitely a small world…

Naima, aged 48, Relationship Weaver

It was while queuing at the airport that Naima overheard a conversation between a passenger and his wife who was worried about loyalty points on her payment card expiring... A whole patchwork of questions! Although she was setting off on holiday with her husband, Naima simply had to guide them! It was with considerable tact that she introduced herself, joined the conversation and offered her help. The passenger was delighted by this chance encounter! Naima explained the programme's conditions and offered them an alternative solution to avoid losing the points. The customer spontaneously handed her his business card and said she should contact him again after their trip. Which is precisely what Naima did. Grateful for all this support and reassurance the now convinced customer hailed her service-minded attitude. This is how Naima views her job: she weaves links. It is a long and meticulous weaving process.

And that's how Naima weaved a solution to win over her customer!

Axel, aged 54, Relationship Repairman

After lots of failed copy-pasting and unsuccessful login attempts, an 84-year-old customer was wondering whether she would ever manage to reset her password. Nothing was working and she was unable to log in to her loyalty account... At her wits' end, she got through to customer service and was immediately met by Axel's friendliness, availability and patience... talk about a good start! In a hesitant voice, she described the problems she had been facing. But during the conversation she became exasperated by her noisy 10-year-old granddaughter, who was preventing her from grasping Axel's explanations... All this commotion failed to throw Axel off track, quite the opposite! He cleverly responded by getting the grandmother to ask her digital native granddaughter to perform the process. It is with a certain pride that the little girl did just that, successfully logging in at the first attempt! Her delighted grandmother hugged her in thanks!

And that's how Axel patched things up between his customer and her granddaughter!

The advisor having argumented

The lack of availability,

Found himself caught off-guard

When the dispute came up.

Not a single little flight to Rio

Neither in business nor in coach class.

He sought out some alternative,

To satisfy his disgruntled customer,

Begging him to be patient

For a few more minutes, for him to find

A solution that will suit him,

"I have a seat for you in Premium Class in July”.

He said in a cheerful voice

“Can I book the seat for you?

So that you can travel at your ease?”

The advisor pulled it off brilliantly

Without a hitch.

“Your ticket has now been issued,

Enjoy your stay under the Brazilian sun”

He said to the struck-dumb customer

“I am delighted,

I hope that does not displease you."

"Delighted? I will not look askance.

But now, it's time to dare."

Christina, age 30, Nurturing emotions

The hopeless romantic

It’s apple-blossom time. After an idyll of five years, the lover decides to propose to his loved one. He chooses a date rich with meaning – the anniversary of the day they met. And an exceptional ring to offer on bended knee. The swain has carefully tended and pruned the preparations for the event.

He orders the ring via an on-line store, and then realises that delivery will be delayed, since he’d failed to calculate week-end days. There’s a toad in the carefully tended garden! His heart is heavy as a watermelon…

The lover contacts Christina, who checks and confirms that indeed, the ring will never arrive in time for him to pop the question. Are all his efforts to be for naught? Christina refuses to see her customer’s big day spoilt because of a delivery! Since the lover had planned to propose in Paris, she immediately contacts the shop and sets up an urgent visit by her customer… for whom the sun shines again!

All that was to happen happened! The following Monday, the customer, newly betrothed, warmly thanks his advisor… who blushes red as a peony!

And that’s how Christina helped with a harvest of happiness!

Ikuko, aged 47, Guarantor of peace of mind

The keys to peace of mind

A member of an airline loyalty programme called his customer service to get an update on his card status and learn more about the benefits of the next level which he would shortly access. It was Ikuko who took his call. She pointed out the benefits of a card upgrade and explained how to go about it. She was so friendly and focused on the customer's needs that he took to calling on Saturdays or Sundays knowing that Ikuko only worked weekends. The calls started with reservations, but moved on to sharing experiences and travel stories and slowly a real relationship of trust built up between them. It was at this point that the customer had an accident and was hospitalised in Madrid. To make matters worse, his passport, credit card and ID were all stolen. Whom did he contact? Ikuko, of course. She resolved the problem by changing his ticket. She took charge of everything and reassured him. Since then, whenever that customer calls, he knows that his guardian angel is on hand to put his mind to rest... And that was how Ikuko guaranteed her customer peace of mind!

He says yes to his customer

But he says no to his dissatisfaction

He says yes with the heart

But he says no to bad moods

He does the listening

He is questioned

And all the problems are posed

Sudden mad laughter seizes him

And he erases all

No more calling customer back nor lack of availability

No more black-out dates,

Delays or downgrading

And despite unforeseen circumstances

Or technical issues

He brings happiness

To all his Frequent Flyers

Early in the morning,

I found on our floor

A huge parcel straight from Cotonou.

Benin’s Air France ticket office made us this present:

Dozens of pineapples were winking at us!

 

Irene with whom we regularly work

Sent them to us as a token of her appreciation.

This very friendly Benisese wink

Caused a tremendous stir among the Help Desk Department!

 

In return, we sent her a photo of the team.

It was a small gesture but we did it as a matter of course.

We forge bonds with our colleagues from around the world

And maintaining them every day is an art in its own right…

Sabine, Whisperer of the right words

An e-mail with a flourish…

Roaming around the corridors or sitting behind her desk is where you will find Sabine. Her role is to create a fresh dynamic every day so that each member of her team grows and gives the best of themselves. Getting them to grow requires know-how underpinned by finesse and no little skill. With her gentle voice, she will whisper a welcoming message in your ear brimming with empathy and kindness. For Sabine, every word has its particular value. She weighs them up, evaluates them, shapes them, delicately picks them out on occasion... In any case, they always ring true! On a beautiful summer morning, she caught her breath when she came across an unfortunate turn of phrase in an e-mail addressed to a customer... "please visit the site"... After a passionate consultation with her colleagues to find the right words, in crystal clear tones they spoke as one: "Come on, I'll show you the way to the portal...". So much more inspiring! And that was how Sabine breathed new life into an e-mail addressed to her customer!

Julien, age 25, Airport Detective

The Case of the Vanished Passenger

Paris-Charles de Gaulle Airport. A passenger going to the Seychelles has been reported missing.

There was no trace of the customer at check-in.

The mystery was unsolved until she contacted Customer Service. Julien took charge of the investigation. The passenger in question speaks neither French nor English… No problem. Julien speaks to her in her native Creole. The customer is totally lost in the immense airport. She’s missed her flight and needs to catch another one as soon as possible.

Julien questions the victim, picking up clues that enable him to figure out where she is. She needs to get to the right check-in desk for the next flight to her destination.

An exceptional situation requires exceptional methods. He sets out on the trail of his customer after getting hold of a map of the airport so that he can check the directions.

He notifies the airline’s desk and asks that they make an announcement, which proves pointless since the passenger can’t understand it… Undeterred, Julien insists that the lost passenger be escorted from one terminal to the other.

Elementary, my dear Watson! And that’s how the customer was able to find her way to the terminal and check in to the right flight. She made a point of expressing her emotions and her gratitude to this exceptional advisor who went out of his way for her.

And that’s how Julien conducted his successful investigation to solve the Case of the Vanished Passenger.

Eva, age 46, Weaver of ties

A stitch in time… 

In the Paris Métro a gentleman encountered a lost bag. Eager to see it returned to its owner, he had an idea: call the number of the customer service of the airline whose name was on the ticket. Astounding!

And that’s how he contacted Eva. All ears, she braved the chain of imponderables to finally track down the owner of the ticket. Together they discovered that it was an American lady. Eva asked for the gentleman’s mobile number in order to get in touch once she had located the lady.

Imagine her relief when she learned that her bag was in good hands!

Eva, having reassured her wholeheartedly, was happy to be able to put her customer in touch with her “saviour”; they set up a meeting in a large Paris station to return the lost item.

And that’s how Eva tracked down her customer!

Meena, age 35, Hostess of Motion and Emotion

A Moving Interlude

Meena is going out of her way to help her customer. At the other end of the line, she can feel her nervousness. She is requesting a reservation to travel to her son’s wedding. She’ll be accompanied by her father; her son has insisted that his grandfather be present. However, her father is 95 years and has just undergone knee surgery. The customer fears that the trip may be too hard for her father to take in stride. Suddenly Meena senses the customer’s sobs, a sign of her deep anxiety.

Meena is all wool and a yard wide. She hears her customer’s distress. She takes her role seriously. It is to accompany, to reassure, to provide a sense of security. And she makes every effort, in all sincerity. She advises her customer about a specialised service for assistance to persons with reduced mobility. The customer says she’s made many requests for an upgrade to ensure her father’s comfort, especially since this would undoubtedly be his last trip. Meena checks the upgrade offers, but finds none. So strong is her customer’s emotion that Meena is deeply moved. She redoubles her efforts to satisfy her customer, who observes that her intentions are very laudable and touch her deeply. During the call, she notices that her advisor has a head cold and recommends thyme-and-honey tea; Meena is also very touched. To end the exchange, the customer asks Meena what her first name is and tells her it’s really a very pretty one… It’s an encounter outside the boundaries of time. A natural rapport. A mutual exchange of concern. A lovely sharing of feelings… Little things that light up the moment.

And that’s how Meena showed the sensitivity to share a moment of feeling with her customer! 

Yasmine, aged 32, Distiller of good deals

A la carte customer relations

 Yasmine knows the benefits of the payment card for the brand she represents like the back of her hand. She is able to reveal all of its secrets in order to satisfy her customers. She strives to make each call a unique moment, a peaceful oasis in time. With her soft tones, she invites herself into her customers' homes to weigh up the situation... And this is where Yasmine's know-how really comes into its own: it is by actively tuning into her customers, by probing and sensing them out that she can tailor the offer to their expectations. The delicate art of sales concentrates all the flavours of customer relations. Obviously, it is not selling if there are no quality customer relations. It is the essence, the raw material of the sale. Which is why it is deserving of such special attention. It must be sufficiently ripe, not too much, not too little, and be bursting with flavour. Yasmine's senses are awakened: the background noise fades to nothing; she knows how to sniff out the emerging interest. She arouses the curiosity of her customers and their taste for novelty. No convoluted marketing pitches for her, she is able to find the right words to hit home. So reluctance evaporates. Sometimes, of course, the chemistry simply isn't there. Yasmine knows that's just part of the job. But she likes the slight sensation of giddiness that this uncertainty gives her... Her job? A challenge every day! And that is how Yasmine showers her customers with good deals without going over the top!

Carole, Magic Fairy

"Smile and the world smiles with you." Try to light the spark at every opportunity... This is how Carole views the world and, by extension, her work. She sees it as a place of fulfilment and pleasure. Opt for boldness, bring out potential, allow each individual to shine through their talent, Carole loves adding sparkle to life and to the teams she supports day in and day out.

From our Facebook wall to Venetian gondolas, from the Frankfurt hub to the beaches of Abidjan... All interactions with customers are journeys of a sort. Every exchange can end in something special, something moving if you are willing to seek it out and cultivate it. It's all in the intention, in the momentum. A smile that can be heard, the right words, a thoughtful postcard, good advice: little acts of kindness to spark genuine emotion!

And that's how Carole's lights up the daily lives of customers!

Aurélie, age 26, Flight Magician

An Extraordinary Birthday

Not quite 8 years old, Luna is a pensive and very well-behaved little girl, according to her grandmother.

Magic fingers on keyboard, Aurélie prestidigitates. On the line, she finalises the reservation and discovers that the little girl will be flying on her birthday! The grandmother can’t praise her granddaughter enough. Touched by her words, Aurélie decides to do something special for little Luna…

And as if by magic, she moves heaven and earth to organise a little party during the flight! Little Luna is about to experience a real-life fairy tale! Aurélie contacts the port of call to orchestrate the festivities.

On the big day, the little girl is totally surprised… A shower of attention, gifts, and a cake – as if by magic! Her father, dazzled, recalls his own childhood…

The little girl, the father, and the grandmother, very fond of Mauritius, are enchanted. The Mauritian magic has worked! They send photos of the unforgettable moment: surprises, emotions, cake… Luna has received a little dream as a birthday gift.

And that’s how Aurélie did her magic trick for her customer’s eighth birthday! 

Juliana, age 24, Happiness Baggage Handler

The Lost Suitcase

The customer was at a loss when his suitcase went missing – not a trace of it at the stopover airport or at the final destination… He called Customer Service to express his distress and disarray. Begging for someone to pay attention, to find a solution!

At the other end of the line is Juliana, who welcomes him with open arms and relieves him of his burden. She listens attentively and brings all her resources to bear, with enthusiasm, to reassure the customer. She gives her best unstintingly. She could have just given him the number of the luggage claims department, but she puts herself in his shoes and doesn’t even consider it. And yet the case – albeit a thorny one – had been closed. But with perseverance, she has it reopened and handled it with admirable efficiency. Assuredly, the disappointed customer is dazzled by her remarkable professionalism!

With Juliana, the case was in the bag!

A few days later, she receives a warm, thankful e-mail. The customer made a point of congratulating her personally.

And that’s how Juliana sent her customer’s discontent packing!  

Michael, age 24, Personal shopper with a big heart

A handbag named desire

With her mother’s birthday approaching, the customer had sent Michael an e-mail. For weeks, she had been searching for the ideal handbag, in vain. Satchel, bucket bag, shoulder bag, clutch? Which model? Anthracite, cobalt, garnet, silver? What colour?.... Understanding that his customer was lost, Michael arranged a telephone meeting the following day to advise her. While they were talking, he learned that the customer’s mother was a veteran fashionista, an absolute fan of the brand whose ambassador he was. The customer wanted THE “It Bag” for her mum… He asked about her preferences and her day-to-day activities to get a better idea of her needs. They went over the collections together. Michael shared his passion, telling her about the know-how and inspiration that were behind each creation that appealed to the customer. She confessed that she was worried about making the purchase blindly, and Michael reassured her, explaining that his job was to help her make the perfect choice, not to push her into a sale. He offered to get photos for her – of a colleague wearing the bags on her shoulder and from the shop, so that she could judge the interior of the selected bags. He also created a file with detailed explanations, including the photos, creating a kind of personalised virtual purchase experience for his customer.

She called him the following day, having made her choice: a sky-blue grained-leather bag. Michael informed the shop and monitored the sale, asking that the gift be wrapped with the utmost care. A week later, the customer called just to thank Michael; she was over the moon. She wanted to tell him how much she appreciated his involvement and attention to details – even the gift packaging… He had helped her give the most precious gift she had ever given.

The following Christmas, the same customer’s mother called the customer service of the couture house, and asked to speak to... Michael! She wanted to make a gift of THE handbag for her daughter… “What goes around comes around”!

And that’s how Michael made his customers happy without committing a “fashion faux pas”!

Aaron, aged 50, Outstanding librarian

War and Peace

 Aaron loves literature. He chain reads. He collects books. He devours them. He is the epitome of a bookworm. So when his customer requested a simple Internet access code one day and Aaron discovered that the answer to the security question concerning a favourite book was "War and Peace", he was naturally thrilled: "War and Peace... Tolstoy, superb, great choice!" he enthused. The customer was astonished to learn that his advisor was on the same page, to coin a phrase! And so they discussed the many translations of that classic, the author's other works, and more. A fascinating literary journey began for them both! A blank page was completed together. Aaron had managed to turn a standard, everyday call into the kind of surprise that can make all the difference. He definitely has no plans to turn the page as far as his job is concerned! And that was how Aaron read his customer like an open book!

Early in the morning, I found on our floor

A huge parcel straight from Cotonou.

Benin’s Air France ticket office made us this present:

Dozens of pineapples were winking at us!

Irene with whom we regularly work

Sent them to us as a token of her appreciation.

This very friendly Benisese wink

Caused a tremendous stir among the Help Desk Department!

In return, we sent her a photo of the team.

It was a small gesture but we did it as a matter of course.

We forge bonds with our colleagues from around the world

And maintaining them every day is an art in its own right…

Hugo, aged 29, Emotion Interpreter

Hugo has always been a bit of a music buff. Music is his daily fix which lights up his life. His job allows him to nurture this passion. He is keen to transmit his love of music through the brand for which he is an ambassador and the technological gems that he promotes every day.

One fine December day, Hugo had a new professional experience. Out of curiosity, a customer called to find out more about a product marketed by a disruptive audio brand. As the conversation progressed, it dawned on Hugo that the person on the other end of the line was someone out of the ordinary: a music lover too, he had perfect pitch but more especially, he was both blind and paralysed. His customer asked him to describe the device, along with its shape, colour and features, etc. Hugo threw himself into the task. He told the customer all about the elegant contours of the device. He explained that the curved form made the sound better. He enthused about the intense emotional experience of dense music. He described its physical impact. He advised him that when he received the device he should listen to a favourite piece of music the first time, so that he would feel the music with a new kind of intensity and clarity…

The customer was clearly moved and convinced by what he was hearing and thanked Hugo for a rewarding and passionate exchange, while adding that he was now keen to buy. Hugo called the shop nearest to his home and did his best to ensure that the customer could enjoy the device in the best conditions. This memorable exchange gave rise to  a fulfilling relationship that was set to last.

And this was how Hugo passed on his passion for music to his customer by striking the right chord!

I, advisor who smiles and gives

And who goes towards he who waits for him

Provided the feeling is right

And I’ll be glad

In our Tower of Babel

The heart’s language is fluently spoken

Provided I excel in it

And delight the client

My heart, in the shadow of his claim

Endeavours to get him to listen to reason

Provided he is happy

And we’ll be the two of us…

Story
14

Francis, age 47, guardian (angel) at BlueLink

Tweet
Story
3

Martin, 37, Father Christmas’s assistant

Story
23

Marie-Lu, 42, Diva of emotions

Story
5

Lyly, aged 43, Reunion programmer

Story
7

Allison, 20, Airline Fairy at BlueLink

Quote
2

There is only one true luxury, that of human relationships.

Antoine de Saint-Exupéry

Poetry
3

A nice call brightens up an advisor day… It’s a small world!

Story
7

Grethel, age 34, (special) Project manager for BlueLink

Story
2

Naima, aged 48, Relationship Weaver

Story
1

Axel, aged 54, Relationship Repairman

Quote
8

Emotions are made to be shared.

Marc Levy

Quote
2

A smile costs nothing, but you earn a lot and it enriches those who receive without impoverishing those who give.

Frank Irving Fletcher

Poetry
3

True luxury lies in human relationships

Story
3

Marc, age 27, Creator of Peace of Mind at BlueLink

Quote
9

What good are emotions you keep to yourself?

Anna Gavalda

Story
3

Christina, age 30, Nurturing emotions

Quote
2

The essence of humour is sensibility.

Samuel Taylor Coleridge

Story
2

Ikuko, aged 47, Guarantor of peace of mind

Poetry
5

You never get a second chance to make a good first impression

Tweet
Story
7

Viyaleta, age 25, Creator of Gentleness at BlueLink

Poetry
1

The fruit of labour is the sweetest pleasure: Cotonou’s pineapples

Story
2

Sabine, Whisperer of the right words

Story
7

Julien, age 25, Airport Detective

Quote
8

Kindness is the nobility of the intelligence.

Jacques Weber

Tweet
Story
3

Hector, age 27, Gift Hunter at BlueLink

Story
2

Eva, age 46, Weaver of ties

Quote
0

The shortest way from one person to another ... it's a bit of kindness.

Anonymous

Quote
2

To be doing good deeds is man's most glorious task.

Sophocles

Story
21

Margaux, age 24, Sommelier of Smiles at BlueLink

Story
4

Meena, age 35, Hostess of Motion and Emotion

Tweet
Story
6

Belinda, age 26, Flight Florist at BlueLink

Tweet
Story
1

Yasmine, aged 32, Distiller of good deals

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0

Carole, Magic Fairy

Story
3

Aurélie, age 26, Flight Magician

Story
4

Juliana, age 24, Happiness Baggage Handler

Quote
3

The human who smiles doubles the qualities he possesses.

Anonymous

Quote
2

It is only with the heart that one can see rightly.

Antoine de Saint-Exupéry

Story
7

Eduardo, age 39, emergency wedding adviser at BlueLink

Story
1

Michael, age 24, Personal shopper with a big heart

Story
1

Aaron, aged 50, Outstanding librarian

Poetry
1

The fruit of labour is the sweetest pleasure: Cotonou’s pineapples

Story
2

Hugo, aged 29, Emotion Interpreter

Quote
4

The Other: an irrefutable argument for remaining human.

Gérald Lescarbeault

Quote
15

Kindness is the language which the deaf can hear and the blind can see.

Mark Twain

Poetry
6

As a man speaks so shall he sow, as a man listens so shall he reap: I, advisor…

Story
10

Anthony, age 28, Surprise Designer at BlueLink

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