When Robert Dziekanski arrived in Vancouver on a flight
from Frankfurt, Germany, the 40-year-old Polish immigrant
stayed in a secure baggage area, as directed by his mother.
After ten hours he attempted to leave the area. However,
speaking only Polish, he was unable to communicate with
the members of Canadian Border Services, the agency
responsible for the baggage area. When the agitated
Dziekanski began throwing items at the secured exit door,
members of the Royal Canadian Mounted Police were
called to assist.

This would not have happened if the airport had seen the
need to service customers based on cultures.

Click here to download the complimentary white paper that
discussed this imperative.

This white paper is ideal for:
The cultural customer
service imperative
Often people ask what Max and his associates
are reading. Indeed, Max has a bookshelf
loaded is extraordinary resources
recommended including books and other items
valuable for training your teams or for your
own self-improvement. Click here to see more
items on
Max's Bookshelf.

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