What is Customer Service Training doing in the Airline industry?

One of my friends is a Duty Manager in the busy John F. Kennedy Airport. He told me how his staff had to handle long queues at the check-in counter. He told me about this one instance when two check-in counters were not working and he had to handle 300 passengers through one counter. His staff had attended the customer service training program, and hence was able to tackle the situation in a very professional manner.

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