I work on our Help Desk in the Reservations Department, so I get to sample just about everything our group does. When I check into the office in the morning there's no telling what's in store. We may have weather issues in Chicago and need to help people get to where they're going. Someone might call to find out if their 14-year-old can fly on his or her own. Or we may have a simple call from someone looking to check fares to Orlando.
No matter what, with every call I try see the situation from the customer's point of view. I've found that if I can be a good listener and put myself in the customer's shoes this earns their respect. In the end we reach a solution and they are left feeling that they received great customer service.
I witnessed a great example of this at the Oklahoma City airport. I was standing in line and the passengers in front of me were talking about Frontier. The woman was saying that she was dealing with a family tragedy and was "bawling her eyes out" while on the phone with one of our agents. By the end of the call she was struck by how kind and accommodating the agent was and said she's been loyal to Frontier ever since. I remember thinking how cool it is that my department can have that kind of effect on people.
At the end of the day, the best part about my job is the people I work with. When I've had a tough day or have had deal with a few really difficult calls, someone's always there to talk to and to share stories with. That's when I know that we're all in this together.
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