Tom Cruise Movies
He portrays IMF agent Ethan Hunt in this 1996 action film that launched a long running franchise.
Mission: Impossible
After a caller explains a complex issue, the agent repeats the key points and asks clarifying questions before offering a solution.
Active listening
Jason Bourne in the Bourne Identity series.
Matt Damon
This online retailer is known for lightning-fast shipping, a no-hassle return policy, and a customer-obsessed culture.
Amazon
In Rogue Nation, we see Ethan Hunt tracking a villain at the opera house who has cleverly disguised a high-powered rifle as which instrument?
A flute
In this 1986 film he plays Lt. Pete "Maverick" Mitchell, a hotshot Navy pilot.
Top Gun
A customer is upset about a delayed ticket; the representative acknowledges their frustration and says, “I understand how this has inconvenienced you.”
Empathy
Lara Croft in the Tomb Raider series
Angelina Jolie
This warehouse club is famous for a "no-questions-asked" return policy - members have even returned empty wine bottles and used mattresses.
In the first movie, Tom Cruise's character using an explosive version of this silver-wrapped seemingly innocuous everyday object.
Chewing gum.
This 1996 film features the line "Show me the money!" and follows a sports agent undergoing a moral crisis.
Jerry Maguire
Faced with an unusual error, the agent investigates troubleshooting options, asks their team and senior agents for help when needed, searches ticket history for related issues and proposes the best resolution for the customer.
Problem‑solving
Wolverine in the X-Men series
Hugh Jackman
This airline stands apart by not charging change fees, offering free checked bags, and being consistently rated the most customer-friendly in the U.S.
Southwest Airlines
In the Mission: Impossible movies, this key item of disguise is created quickly with use of a 3D printer and digital images.
Mask
Set in 2054 where crimes are stopped before they happen, Cruise plays Chief John Anderton in this sci‑fi thriller.
Minority Report
The support rep explains step‑by‑step how to set up a device using simple language and confirms the customer understands each step.
Clear communication
Batman in the Dark Knight movies
Christian Bale
This shoe retailer offers free shipping both ways and a 365-day return policy, once famously staying on the phone with a customer for over 10 hours.
Zappos
In Ghost Protocol, Ethan relies on these to scale the glass exterior of the Burj Khalifa.
Adhesive climbing gloves, or Gecko Gloves.
His 1983 breakout role features an iconic scene of him sliding across a living room in his socks.
Risky Business
A frustrated caller is yelling; the rep stays calm, lowers their tone, and guides the conversation back to solving the issue.
De‑escalation
Indiana Jones in the series of the same name.
Harrison Ford
Known for its employees' empowered service decisions, this hotel chain has a "$2,000 Rule" allowing staff to spend up to that amount to solve a guest's problem without manager approval.
The Ritz-Carlton
A nighttime insertion from dozens of thousands of feet requires this specialized parachute and oxygen setup so agents can exit at high altitude and freefall safely.
HALO rig (High‑Altitude, Low‑Opening parachute and oxygen system)