Aeroflot highlights efforts of the Russian service industry to improve customer service. Is paying people to smile, speak softly and kneel a good thing?
An article appeared yesterday (Saturday, Nov. 2, 2013) in the The New York Times reporting on Aeroflot’s successful efforts to improve service on its flights—‘Russian Service, and With Please and Thank You.’ Reporter Andrew E. Kramer sees the extensive training now given to flight attendants for the Russian airline as part of a “broad and transformative trend in the Russian service industry brought about by the rising demands of middle-class consumers.” On its way out, apparently, is the stereotypical gruff and taciturn response of the Russian service worker who has to actually provide a service. Is this a good thing? I wonder. Continue reading “Russian Service Industry: Better? Or Just (Better) Paid?”