This winter is a huge challenging one for air travel. Hopefully, you haven’t found yourself on a cancelled flight. I wasn’t so lucky and while waiting on standby, I was annoyed by the possible lack of customer support from the airline. But, I met one ticket agent (let’s call her, “Grace”) who “got it” and I salute three principles she used that made many stranded travelers feel a lot better about their experience. These lessons can apply to any business.
Information is priceless. People get frustrated very quickly when they have no idea what’s going on. The panic that accompany cancelled travel plans is multiplied once you can’t get a direct answer from airline staff. Too often it appears as though you’re purposely sent right into a long line only to find out that the agent in front does not have any idea what’s going on. rimborsi voli in ritardo Grace got on the loudspeaker and admitted that she didn’t have most of the answers for the hundreds of individuals have been waiting to catch a standby flight. But she did explain the procedure of getting everyone to his / her destination. Grace also let people know that after they certainly were in the standby system, they certainly were inside it until they got on a plane. This kept many from fretting about whether they’d have to re-register each time they tried to catch a fresh flight on standby.
Listen to concerns but don’t forget your needs. While Grace was willing to be controlled by traveler questions and concerns, she noticed that she was being asked exactly the same questions again and again. This kept her from doing her other duties, which included getting as much standby customers on the following flight. So she gave out all the info one more time and asked that people leave her alone. And she asked for those people who’d been waiting for some time to let any newcomers know that which was going on. By enlisting the crowd, she gave us something do to and allowed her to serve us better.
Humor never hurts. There’s lots of tension within an airport when it’s full of unhappy people. Grace would use humor in her announcements and that brought a look to even probably the most tired traveler. “Trust in me,” she said with a sarcastic smile, “We need to get you out of here around you do.” That sentence let everyone realize that this was a hardcore day for individuals with tickets in addition to the airlines. By using humor to acknowledge this aspect, an embarrassing situation became less adversarial.
My only regret from that day was that I forget to get Grace’s name or employee number. I could have sent a letter of recommendation to her airline about her excellent customer service. For the present time, let me just say, Grace, you’re amazing!