https://allafrica.com/stories/202605040142.html
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Kindness — intentional, operational kindness — has the power to transform service delivery, leadership, and public trust....delayed flight can create frustration — but a calm, empathetic interaction can stabilize an entire situation. A missed connection can cause panic — but a compassionate professional can restore clarity and control....After more than two decades working in airport customer service across the United States, I have come to understand something powerful: kindness is not a soft skill — it is infrastructure."
