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The Life And Times Of An Airline CSA  
User currently offlineMSYtristar From , joined Dec 1969, posts, RR:
Posted (11 years 6 months 2 weeks 5 days 21 hours ago) and read 4064 times:

Ah, the trials and tribulations of being an airline Customer Service Agent in today's world.

Yesterday, one of our elite frequent flyers ravaged me with harsh comments at the gate because there were no more aisle or window seats left on the plane. He demanded a bulkhead seat. I kindly informed to him that all the bulkheads were taken with unaccompanied minors and disabled passengers. To make a long story short, he didn't believe anything I, or anything my manager, said to him, and the words "pathetic" and "embarrassment" were used at my expense on several occasions. Now. I have thick skin and tend to forget things quickly, but hearing "pathetic" just made me laugh inwardly. It's not everyday that I get to be called pathetic...Somewhat amusing. I think I've been called everything in the book...but never pathetic...first time for everything.

And today, the total opposite of that. A customer actually asked to speak to my manager and commented to him about the "excellent customer service" that she received from me. Made me feel good. Made me feel...Appreciated. For I strive to treat every passenger with the respect that I demand when I travel. And to be honest...Most people appreciate it.

It's quite a contrast overall...One day can be great, full of compliments, and the next, full of disgruntled passengers who jump all over the agent for something that is out of his/her control. You just have to learn to accept responsibility for something that you were not in direct control of, and move on. Trick is not to take things personally, just listen, respond honestly, and move on.

To be honest, it's very exciting, you never know what the next day will bring....delayed flight, cancelled flight or the dreaded, loathed, OVERSOLD flight...always a classic.  Smile

But one things for sure....it's never boring...and that's about all one can ask for really.


Stephen in New Orleans







3 replies: All unread, jump to last
 
User currently offlineUN_B732 From United States of America, joined Jul 2001, 4289 posts, RR: 4
Reply 1, posted (11 years 6 months 2 weeks 5 days 20 hours ago) and read 4054 times:

I wish all CSAs were friendly like you!
I've had once a mean jetBlue agent.
And a couple of mediocre SOUTHWEST agents.
Other than that, they ahve been really nice.
-UN.



What now?
User currently offlineSegmentKing From , joined Dec 1969, posts, RR:
Reply 2, posted (11 years 6 months 2 weeks 5 days 19 hours ago) and read 4005 times:

when elites go haywire, I remind them that as veteran flyers of the airline, they know the rules and how the game is played!

that normally turns the tables around a bit...

so next time a disgrunt demands a bulkhead, remind him/her to check in a bit earlier!  Smile/happy/getting dizzy

-nate


User currently offlineFlyboy80 From United States of America, joined Jul 2001, 1880 posts, RR: 3
Reply 3, posted (11 years 6 months 2 weeks 5 days 17 hours ago) and read 3961 times:

The best part of the job is the planes I bet! If ur me, I would love to open and close the aircraft cabin doors (I know most CSA's work gates as well)

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