Impactful Behaviors
“Thank you for calling Delta! This is Jordan in Reservations. How may I assist you today?”
What is Greet Me?
“Hi there Luis! I see you’re flying out of CVG — let’s get you squared away.”
What is Greet Me?
“You’ve been a SkyMiles member since 2005 — thank you so much for your continued loyalty.”
What is Recognize Me (Acknowledge Loyalty)?
In 1925, Delta began as this type of agricultural aviation company.
What is a crop-dusting operation?
This NFL team has won the most Super Bowl titles.
What is the Pittsburgh Steelers? (Tied with the New England Patriots – 6 each)
“I can imagine that would be stressful; you’re in good hands — I’ll walk you through it.”
What is Be Kind to Me?
“Good afternoon, Mr. Collins — welcome back! I see you’re a Medallion Member. How was your last trip with us?”
What is Greet Me (Acknowledge Loyalty)?
“I know that delay isn’t easy, and I appreciate your patience — let’s find the best available seat to get you home tonight.”
What is Be Kind to Me (Empathy + Action)?
Delta’s centennial livery features this bold number and a sleek silver supergraphic.
What is 100?
This city hosted the Summer Olympics in 1996.
What is Atlanta?
Good morning! Thanks for choosing Delta today — how’s your day going so far?”
What is Greet Me (Build Rapport)?
Your refund will process within seven business days, and I’ll provide the reference number so you can track it.”
What is Inform Me (Clarity + Transparency)?
Hi there! Before we get started, I’ll verify your confirmation number so I can pull up your trip.”
What is Greet Me (Set Expectations)?
Delta celebrated its 100th anniversary with a gala at this location, home to its historical archives.
What is the Delta Flight Museum?
This guitarist is known for playing the U.S. national anthem at Woodstock in 1969.
Who is Jimi Hendrix?
“You can also use the Delta app to track your flight status in real time.”
What is Inform Me (Promote Self-Service)?
“I’m sorry this has been stressful — I’ll take care of this for you and make sure you’re rebooked.”
What is Be Kind to Me (Demonstrate Ownership)?
“Let me repeat that back to make sure I’ve got it right.”
What is Recognize Me (Active Listening)?
This Rapper Recently Performed at Delta's Centennial Celebration at Mercedes Benz dome in ATL.
Who is Ludacris?
This band’s iconic logo features a tongue sticking out of a mouth.
Who are The Rolling Stones?
You’ll get an updated email within about five minutes, and once it arrives, your new seat and confirmation will be visible in the Fly Delta app.”
What is Inform Me (Set Expectations)?
“I can hear how upsetting this has been, especially with your travel plans changing last minute. I’ll personally make sure we find the best solution for you.”
What is Be Kind to Me?
“I’ve noted your special meal preference and confirmed it in your record, so it’ll appear under your trip details.”
What is Inform Me (Follow-Through + Confidence)?
Delta’s centennial documentary, A Century of Flight, was directed by this Academy Award nominee.
Who is Joshua Seftel?
This MLB team broke a 108-year championship drought by winning the World Series in 2016.
Who are the Chicago Cubs?