Article

Personal touch helps promo new transactions

Banks used tellers to help introduce ATMs to their customers in the late 1960s and early '70s. Now, several companies that are introducing new self-service transactions, including 7-Eleven and Delta Air Lines, are bringing back the personal touch.

April 28, 2003

Lois Rossi, Delta Air Lines' manager of corporate communications, said the airline uses lobby assist agents to "welcome customers as they come through the airport lobby and get them to the fastest check-in alternative," whether it's a kiosk, a Delta Direct remote phone or a live agent.

Lobby assist agents are cross-trained so that they can handle other tasks such as baggage check-in, Rossi said.

They are part of Delta's newly proactive approach.

"Ultimately, it's about getting the customer through the airport faster," Rossi said. "We don't want the customer to have to wait until they reach the counter to be served. Over and over, customers have told us the three things they value most are speed, convenience and control."

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