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Kris mochi is joining us now max his customer service expert and founder of dime customer service and can't wait to hear what he has to say about this situation with Qantas Chris hi there hi Chris hey Jenny max lovely to talk to you guys again it's lovely speaking to you - you've got a lovely little subject here today max is far you better be fired up already yes what would you put your opinion on this well look I've got a lot of opinions oh it depends why you look at it that in a nutshell you know brand etiquette is important I think it is is important that a brand does look at the way their staff projects themselves on to their customers they'd be doing a disservice to their stars if that wasn't the case yeah that's true I think we should explain to the people because we haven't seen it said Qantas have reportedly told the staff to avoid agenda inappropriate terms like wife husband mum and dad yeah that's the whole thing isn't it correct exactly to be a bit more gender inclusive and now it has obviously I also saw the debate about gender equality and all of that which is sort of a bit of why from you know the giving of great airline I think is really well it is we always expect courtesy I obviously when you get on on aircraft the thing is what is the solution here Chris what what is the what are you Chan what yeah absolutely look I think that brands can tell staff what they could say and what they can't say but not all about white husband you know man and woman I would be giving our staff the the hints and tips on what jargon not to use how to not use blame how to not get into an argument the boast words that probably don't you know that I could use it to customer service sir what words barrier great service like stop don't won't can't not allowed policy that's what we should be telling our staff today and not say not focusing on these these small ones about gender that one with you I absolutely agree I think that's true gender-specific the idea that you could you want to banish what's like wife husband mum and dad I mean what is the substitute for them you know you partner as well and that's the interesting thing I mean and by the way I back in the day was a very happy Qantas worker I worked for pointers years ago and and and I think it is important to realize that you know everybody travels you know Jenny and I could find each other sat next to each other on an aircraft or might even be checking in together for work you know you know it doesn't necessarily mean that you're related to the person or you're in a relationship with an illness you can be friends you can be colleagues so I think most people in my experience wouldn't know that this is there is no common sense to going you to a newsagent with someone versus going to an airline yeah well I'm of course first of all you would ask Beth is Pro would be polite to are you travelling together that's that's to actually specify whether there is actually a connection between you yeah you know if there's true people there and they seem to be chatting you would be saying are you traveling together you know then you could then you could start to talk about your partner more not the common sense comes into this careers I mean I would never assume that somebody got lucky just mentioned a couple in the same the suit seated next to each other would be connected but when you have a woman on the aircraft with three little children or a couple of children they would have to us well maybe no it might be a carer you know once again I get that what you shouldn't see if you see somebody who is rather plump beside you how long have you got to go when I say that they you know put their hand in their mouth or I can't believe know that you know we've all faced those awful things before that here this policy or this I think was more of a guideline that came out by Qantas III I don't think it really needs to be said I think we all know that we don't want to put our foot in it and say the wrong thing no no no I has this come as a result of the of LGBTI debate I think are we just putting it in their lap look I think it has it happened at the sort of the time I think there was a inclusion week when when I when I think it was released and it was obviously leaked and and obviously the media for has you know taken off about it I think the one thing that we should ask what does is is through the person just care I mean we talked about it from the the brand's point of view what you if you were checking in and were asked you know um you know are you happy to be seated on the window and your husband to be seated on the aisle and you end it then the person wasn't your husband would you be offended not the slightest possible I said I didn't ask for the window I want an IOC if I have if I had the same surnames been there checking in same passport you know but I'm and you did you would opposition you would assume there the whole thing to Mex was just telling us about Mother's Day cards they're going to come up with talking about it this morning there's already a group out with a for Mother's Day happy you decon Saturday that in few days but because mother has a different connotation from any other from any other term mother in involves a child a mother having children and and bringing them up and doing that that's what mother means but you doesn't quite cut it do you reckon it'll get through I think yeah I think when men stop having children themselves I'm going through the buffer thing then it can be called whatever they want to be called up about stupid what this is causing and this is the issue I'm finding here anyway we're talking about it no doubt staff members are talking about it we we want to have great service right I know we've spoken know that many times if we start getting staff members dared to say the wrong thing how are we going to have a frank interaction or a faint customer service conversation as you would normally expect to promote the great service that Qantas is famous for if we've got all these stringent guidelines and you're a members it constantly watching what they say something we're not gonna ever strive or achieve exception it's to be natural can I just ask Chris wonder whether complaints have been presented to Qantas from people that are very strong about this debate you know that they would get it never assume I'm the husband and wife because I might be the husband and a gay relationship or something or a wife I think a relationship yeah but what I'm saying is they may have they complain do you think two Qantas because you've come about that's I'm sure well of course the thing is of course the the a Qantas through through their CEO promoted the same-sex marriage I realize that so they're obviously leaning that way so whether they promote it and we're they're saying it because they believe they believe it other then that's that's another great customer of conscience something we all I be interesting to find out Chris if people are offended we are the majority that's right no I mean we've all had those complaints where you know ninety nine percent of the customers are happy with something and all of a sudden there is that minority that complains and I'm saying even minority at a restaurant it might be that you know everybody liked the meal but just one person didn't like the meal right to talk about gender we're talking about this in general so doubt there have been times that has vocalized issues and I think to be fair for Qantas if they were just died line so it was more saying look let's just be aware that we are a national carrier we reflect the entire Australian identity let's just be a bit more aware of how we speak and okay let's call this political correctness but I'm not too sure exactly how many are complaining and I think most organizations like Qantas specifically like Qantas need to weigh up the weighting of each complaint because I'm sure Jenny and acts that there are there are passengers that complaint the Qantas that you know their meal yeah I think the ship we're worried about that more than anything else because this is really a quantized reportedly told us how to avoid ginger gender in appropriate terms like wife husband mum and dads and I think they have inappropriate terms at all I mean that's the wrong way to see a wife mum dad and look for when did it become an appropriate to cold call them that never it's never been an issue that's being discussed but it's what inappropriate enrolled in a pro Chris thank you very much for joining us today I think yeah we can't stop him I think it's inappropriate when I have to go when I go somewhere to buy a bottle of wine and they asked to see my ID because I don't think I'm 18 yeah it connects me to help get someone to help you thanks Chris yeah yeah we'll see where this goes where this goes into the bin okay oh you get so upset it might be you know home