The Three Things That Create Great Customer Service

United's Vice President for HR-Employee Relations, Donna Towle, says that if co-workers relate to one another within a company culture that fosters:

Trust
Pride
Camaraderie

...then great customer service falls into place.

Equally important for United is listening to its frontline employees. Towle, in an interview featured in the airline's in-flight magazine, says there can't be a disconnect between management and the frontlines.

To ensure two-communication is taking place, United:

Dispatches teams to act as impartial liaisons between leadership and frontline co-workers to ensure that employees have someone in management they can speak to who is neutral and unbiased.

Towle also works with United's leadership team to help ensure that:

Management delivers on promises
Shows appreciation for good work and for extra effort
Seeks and responds to suggestions and ideas
Shows interest in employees as human beings

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