Monthly operational bulletin, Issue 1, January 1990

              JAN/FEB/MAR 1990
-AMI
RIHAN \M0l
Issue 1
H.E. Adler’s Column
During the month of February I had the pleasure of visiting all Flight Service Bases to participate in the festivities which had been planned to acknowledge the recipients of the 1989 Recognition award. I was proud to be able to personally say thank you to the individuals you selected as outstanding professionals and whose overall job performance consistently demonstrated high commitment to the principles of customer service. Yet I don’t feel I have done an adequate job of giving proper credit to everyone who deserves it. Frankly, it was the participation of all Pan Am Flight Attendants that made the program possible. Therefore, although belated, I would like to extend my sincere appreciation for your input and your efforts.
The Recognition award was not extended as a token administrative program, but rather as an expression of a broader philosophy to recognize the importance of the Flight Attendant corps to our Company and to the service commitment we have made to our customers.
Everyone has contributed in that regard during the past year and I am truly grateful. The numerous letters and valuable suggestions which I continue to receive from many of you clearly indicate that the Flight Service team has interested players and active partners in making Pan Am succeed again.
With competition in our industry tougher than ever, the physical product oftentimes takes a back seat to that intangible element called people interaction, or the human touch if you will. A customer’s attitude toward an airline is not only shaped by what happens on board, but also by how we handle what happens and how we handle them as individuals. Ultimately, the way we interact with passengers is the single most important distinguishing difference between one airline and another. In the hustle and bustle of the 80’s and now the 90’s, where the common courtesies and civilities seem to have taken early retirement, the manner in which each of you continues to handle your responsibilities on board proves once again that at Pan Am we take pride in what we do. Thank you for upholding the graces of yesterday.
OOK
Inside
ALL CALL..........................
CROSSWORD PUZZLE.................
CULTURAL AWARENESS CORNER........
DINING SERVICE UPDATES...........
FLIGHT SERVICE COMMUNICATION CENTER
PAN AM SHUTTLE....................
TITA TALK.........................
WORLDPASS.........................
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IN-FLIGHT SERVICE HANDBOOK REVISION UPDATE
The most recent FSHB revision is Revision 93.
ANNOUNCING “FOCUS ’90”
Keep an eye on your Crew Briefing Center (CBC) for an upcoming novel approach to Flight Service policies and procedures — “FOCUS ’90.” Each
month, a specific procedural topic will be highlighted in a designated FOCUS comer at each CBC. There will also be a quarterly theme concentrating on related customer interaction skills and problem-solving techniques. The FOCUS program is designed to present service policies and procedures in a new light, through:
•	Adventure comic strips featuring two soon-to-be-famous Flight Attendant characters.
•	Quarterly and monthly informational flyers and banners.
Why are we doing this? Because we want our customers to truly enjoy their flight and come back and fly Pan Am again. To do this, we must provide the high level of service outlined in the Flight Service Handbook and taught in initial training. Since your initial training may have been a few months ago, or “way back when,” FOCUS ’90 is designed to jog your memory and leave a lasting impression. One that is EASY to understand, EASY to remember, and perhaps a little FUN.
Over the course of the year, FOCUS ’90 will progress from pre-departure through arrival. Every three months, the quarterly FOCUS will shift to another customer interaction and problem solving skills area and another phase of flight.
The First quarterly FOCUS theme is “Use of Customer Names and Eye Contact” and the first monthly topic is “Hanging Passenger Coats.” What could you possibly need to know about hanging a customer’s jacket? Find out in your FOCUS corner!
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