In our last issue, we discussed the importance of customer service training. There's a great new television show called Airline on the Arts & Entertainment (A&E) cable channel. In North America, the show airs on Monday nights. The show is filled with actual customer service encounters at Southwest Airlines. If you want to see how the pros handle some really sticky and difficult customer service situations, this is a must see. These are not staged incidences, but the real thing. Southwest Airlines has a reputation for their high level of customer service combined with economy fares. If you don't fly SW regularly, you'll see why they have earned that reputation.