Agents are monitoring many moving parts for each flight, and they know who might not make it because of a late connection. And yet all 50 are TALKING TO CUSTOMERS! They were also about 25% smaller, which suggests higher levels of productivity and innovation (Harvard Business Review, March 2017). As a result passenger experiences are fragmented and inconsistent. Challenge your clients to be better. If youre a people person, one of the best parts of being a gate agent is getting to meet a ton of interesting people. Their needs must be met. When my crew reached the departure gate, agents informed us of an equipment change. 1. Combinations of these two methods. Think about that for a momentthats a staggeringly high number. Fueled by evaporating Jack Daniel's whiskey, the fungus is coating the town in a gray crust. Sounds easy? January 25, 2022, Brittany VanDerBill - No. c) Cognitive Artificial Intelligence approach. A recent Owners.com survey found that 33% of homebuyers wish their agent had leveraged technology to better streamline the process. d) Applied Artificial Intelligence approach. People get anxious and worry about finding space for cabin bags. Agencies do not understand their clients' business. Advance in their career. Power to the People: 5 Ways to Elevate the Agent Experience. Gate agents also often help passengers to check their luggage. Senior management juggles everything -- sales, human resources, marketing and more. In these cases, they will also then have to help passengers check luggage and handle other needs that are usually happened at that stage. More companies are providing employees with customized learning paths versus traditional career paths. Before the door closes, the agent must close out the flight. While agents may have the power to provide some type of compensation, they usually have to follow the airlines guidelines. in Public Relations from the S.I. Customer frustration often translates to agent frustration, which leads to dissatisfaction in their job. 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Flights are very full these days. Adapt to change and take on more responsibilities. Shayla Price On the other hand, there are some great benefits to working for an airline. However, the client experience is vital for the success of your business. Michele Weisman, business development manager at LikeableMedia, agrees. Many airlines start brand new gate agents in the $10-14/hour range. So while it does pay to be a nice guy, it comes down to being in the right place at the right time. 2023 Pipeline Publishing Group Inc. Map the agent journey. Ask for constructive feedback. Yes, you should be freaking out. Gate agents can earn a very competitive salary compared to other similar jobs. Opinions expressed by Entrepreneur contributors are their own. Do they feel empowered to make on-the-spot decisions in the customers interest? It could be so small you miss it, so take the time to really dig into their work. Here are 5 things you can start doing right now to give power to your people in the name of creating extraordinary customer experiences: 1. Service technology is software that assists customer service teams in achieving customer success. I was shocked when people approached my clearly marked gate to ask if this was the gate for some other city. Passengers should remain seated or clearly out of the way of the Jetway door to allow a constant flow of boarding passengers. "It's a well-known fact that acquiring new clients costs more than growing business opportunities with repeat clients.". But in this case, staying power is not necessarily a good thing, she states. When a flight is oversold, gate agents can print vouchers to use toward future flights for volunteers who give up their seats, but they do not have access to cash, nor can they determine the amount awarded. It takes a lot of time to handle all of the questions and concerns passengers might have. Just be sure not to ask when the agent is swamped with other tasks. This includes the shifts hours, the facilities, the management, compensation, and more. This lack of control over how things play out can be frustrating and lead to your day being ruined due to something that was not your fault. Simply reject any work that may distract you from your actual job or communicate with your manager/boss that you cannot multitask effectively. If theres one thing I can guarantee you about being a gate agent, its that youll never be bored. There are flights coming in and flights getting ready to depart. Long wait times, outdated automated systems, and other inefficiencies add to that frustration. Offer your bag to the gate agent if you're willing to collect it at baggage claim. Agencies do not understand their clients' customers. Most of the programs marketed to improve intelligence resemble mental calisthenics and brain pills more than education. A land surveyor will come out to your home, survey your property and draw you a plat showing you the shape of your land and how it looks in relation to land around it. Investing in Conversational AI technology and putting it at the forefront of the contact center can optimize labor and improve customer experience while providing a strong foundation for future business goals. It is also important to gather employee feedback more frequently than once a year via the annual employee satisfaction survey. It makes the bins look full, which adds to the stress of cabin crew and gate agents who have to check bags. The good news is that the airlines offer extensive training to help you get up and running. Uncover your client's actual thoughts and behaviors. January 12, 2022, Deals on this route, top deals from your home airport, and travel tips & news. Most Common Skill Reservations - 25.1% See All Skills Ticket Agent jobs In my one-day experience, I encountered two medical emergencies, one soiled seat, one mechanical delay, four upset customers (who arrived off a delayed flight and proclaimed "I will never fly this airline again," a phrase gate agents know all too well), and two unfriendly Detroit flight attendants who accosted the agent for not opening the door fast enough. The pain gate control theory states that "gates" allow certain stimuli to pass through neural pathways to your brain. Our website is made possible by displaying online advertisements to our visitors. And while I'm no glutton for punishment, I jumped at the chance to learn what takes place on the other side of the counter as a Delta Air Lines gate agent at the world's busiest airport, Atlanta Hartsfield. In doing so, the report provides a unique contribution to the debate on the impact of AI in healthcare in four ways: 1) decision makers' view of the state-of-play in this fast-moving field, where developments from just 12 months ago are considered "old news"; 2) a robust new methodology to evaluate the impact of automation and AI on specific skills and activities in healthcare in Europe . Test. Think of other ways you can satisfy your clients. Their job is to oversee a safe, on-time departure and arrival of flights. In the end, it helps everyone. In the case of gate agents, airlines recognize how important their contributions are and pay competitively to retain them. The fact is, part of your preparation is going to, or at least should, include researching the company. What makes this even harder for a gate agent is that they have no control over the situation. Instead of working the 777-300, we would be flying to So Paulo on a 777-200. This means providing the captain with a printout of vital information, including the total of passengers, bags, and cargo onboard. Their success = yours, after all. Decrease time to market. For solid advice on how to deliver the type of EX that creates a superior CX, be sure to read the sidebar (below) from industry veteran Candace Sheitelman. However, most agents arent supported with the right training, knowledge, coaching (and so on), hence they are incapable of delivering their best. Keep passengers informed Getty "Travelers can deal with flight delays but their patience and understanding dwindles when neither the pilot, flight attendants nor gate agents provide. Mission, Vision & Objectives. Conversational AI can help by taking over these repetitive, rule-based tasks so that agents can handle more stimulating and rewarding customer care inquiries. Sure. They will appreciate the sentiment. Each airline has a different policy for how to handle this, but no, gate agents have to charge the fee that applies to your ticket class or airline elite status. Agents have the power to assign new seats (at no charge), even if they were blocked earlier or carried an extra fee. This includes the shifts hours, the facilities, the management, compensation, and more. A lot, turns out, but unfortunately, not everything. Start with one. From a stroll through a city park to a day spent hiking in the wilderness, exposure to nature has been linked to a host of benefits, including improved attention, lower stress, better mood, reduced risk of psychiatric disorders and even upticks in empathy and cooperation. Some people really value being able to go to sleep at a normal time and wake up early to start their day. Airlines have become quite strict in this regard. With the talks of a recession looming around us, theres no better time for companies to future-proof their contact center for whatever may come our way this year (and beyond). "salesman", "young and energetic.") And if your company actively supports diversity, let candidates know. Hopefully, 2020 will be the year that more companies turn an eye to satisfying the needs of their most valuable assettheir employees. Sign up today. Similar to a retail business, agencies should identify customer touchpoints. From process engineers to customer service agents, employees across Delta have placed boarding under the microscope. Additional Resources On This Topic:. We've determined that 36.9% of gate agents have a bachelor's degree. Copyright 2023 Entrepreneur Media, Inc. All rights reserved. Median Annual Salary: $52,541 ($25.26/hour) Top 10% Annual Salary: $109,000 ($52.4/hour) The employment of gate agents is expected to grow at an average rate over the next decade. Established brands and recognized restaurant chains must be prioritized, while thorough quality checks must be conducted to ensure customer satisfaction and improve airport customer journey . Your seat request card is being cleared slowly. When operations called my gate during a mechanical delay with an update, my head was swirling. At long last, companies are beginning to realize that they cannot compete on the basis of CX without first prioritizing EX. In between, they must answer endless questions. But what about a client experience strategy? Flight delays, even those within the airlines control, like mechanical issues, do not change the gate agents powers. Know that they are simply the messengers with often limited information. However, this delays boarding and leads gate agents to become more anxious as the clocks tick down. It's not uncommon for an experienced gate agent to earn over $50,000/year. Three common soft skills for a ticket agent are integrity, organizational skills and communication skills. "We can help people become motivated to exercise." Missed flights, delayed and cancelled flight, overbooked flights, and long waits are just some of the things that can really set a passenger off. Here are some tips for the application process: Make sure your resume is catered as best it can be to the airline gate agent position. View Answer. If you can, travel in the morning since the evening takes the brunt of the day's irregular operations. Delve deeper into each stage to understand the companys existing assumptions about the current process compared to how agents navigate each stage and, importantly, how they view the experience, whether they feel that it meets their individual needs, and how it could be improved. FOR SYNDICATION OR INTERNATIONAL LICENSING REQUESTS, REPRINT, OR REUSE PERMISSION, EMAIL [emailprotected]. Twitter: @susanhash, REPRODUCTION IN WHOLE OR IN PART WITHOUT WRITTEN PERMISSION IS STRICTLY PROHIBITED. What is an Intelligent Virtual Assistant? Clients hire you to solve their problems. Arm agents to achieve the heights they desire. Newhouse School of Public Communications at Syracuse University. Gate agents are tasked with driving the Jetway, opening the door, arranging for wheelchairs and unaccompanied minors, directing passengers to connecting gates, clearing standbys, checking the new crew, boarding new passengers, gate checking bags, closing the door, and pulling the Jetway all within about an hour per flight. Research shows that a typical business hears from about 4 percent of dissatisfied customers. They can head straight to baggage claim worry-free. If you want to succeed in today's market, 1) embrace data and 2) follow where it leads you. Employees want to do a great job, so help them to do that.. b) Weak Artificial Intelligence approach. I hadn't scanned one boarding pass properly. Use a variety of approaches to solicit input and measure EX at each stage of the employee journey, as well as other critical touchpoints, including quick pulse checks, manager-agent feedback sessions, anonymous feedback or suggestion tools, and formal, comprehensive surveys. Whether that means creating a leaderboard, gamifying by shift, or having an old-school employee of the month program, focus on what you want more of. Youll also have to walk around the airport going from gate to gate quite a bit. Forms: 1. However, if you are easily flustered when someone is upset and taking it out on you, this might be the wrong career choice. Changing seats requires entering a series of seemingly random symbols. Research tells us that a 5% increase in employee engagement can lead to a 3% jump in revenue. One even yelled at me to pick up his child's toy! 3. And conduct an external audit to gain more insight. 3. 5. One of the ways a surveyor determines what land belongs to you is by using old deeds. Remember they are working under pressure, and one gate delay could lead to punishment. This can include family/childcare responsibilities, school, or just personal preference. Hire an outside firm or consultant to speak directly to your clients and to observe client interactions. The morning folks were cheerful and responsive to my greetings. I learned from my mistake, but had little time to pout. Surprise your client with something extra. This can include having to lift and move heavy bags over and over again for a chunk of their shift. Gate agents are busy, but even a simple smile can make their day. Avoid jargon and complicated sentences and speak directly to candidates (e.g. Through that fire, employees can grow. 3. January 24, 2022, Caroline Morse Teel - Adopting service technology helps companies manage the increasing demand for outstanding customer service. There are many things that gate agents love about their jobs, but there are also things they dont like at all. No one wants to admit that clients are dissatisfied. Although the benefits offered will vary by airline, you can expect things like vacation time, health insurance, a 401(k) plan or pension, and travel perks. Do Gate Agents Work for the Airline or the Airport. Being honest and vulnerable goes much further with employees than just putting on a happy face. But most contact center leaders also dont help the matter because theyre not that great at training people to handle these interactions with grace, and supervisors often dont even have the data and insight to help agents do better. Lead with transparency and empathy.Its impossible to have all the answers all the time and if you pretend to, its obvious. Follow these guidelines to develop yourself personally: 1. As reimbursement and performance policies have become more normative within healthcare, the patient experience has become a metric to measure payment systems for quality . Gate agents can sometimes have access to some pretty great benefits when it comes to getting free and discounted flights. In the Gate Control Theory of Pain, the presence of non-pain input, including information from these large-diameter sensory fibers, "open" or "close" the gate that allows pain receptors to perceive pain. Plus, if they need to upgrade someone on your flight, maybe theyll appreciate your flexibility and throw you a bone. There are a ton of situations that lead to passengers being angry, tired, and frustrated. If you want a real assessment of client satisfaction, conduct an external audit. By using an advanced automated system, such as a virtual agent powered by Conversational AI, customer experience improves by reducing common frustrations like wait times, menu trees, robotic and unnatural conversations, and more. Now, count how many people are involved on the client side. In some airports, gate agents also handle multiple roles like working the ticket counter or even handling late baggage. E-Gates that enable passengers to seamlessly and efficiently self-board by scanning their smart phone or boarding pass. While working, youll likely get to know the other gate agents and customer service reps at the airport. If you have a young family, for example, and want to be at home at night when your kids are done with school, this can make things very difficulty. Gate agents had no information until scheduled departure time when we were told, Our aircraft was on the ground, and passengers would still need to deplane Then instead we'd be getting an aircraft brought over from a hanger "in a couple of minutes" Our flight then showed with a 10 minute delay. Please consider supporting us by disabling your ad blocker. She earned her B.S. Therefore, it should be a big focus in the contact center. Agencies that introduce their various clients to each other and to valuable strategic resources and promotional partners to benefit their clients and not themselves, are sexy," writes Lorraine Lockhart, founder of The Rojek Consulting Group. "They can neglect to invest in deep and thorough account planning to truly understand how their client's customers feel about the category and the brand," Travis said in a recent interview on docurated.com. Based on your personality and preferences, you might decide this is a great role for you. The gate agent is just the messenger. 2 challenge (after agent attrition), so upgrading the tools that your agents use may provide one of the previously mentioned significant moments. Im OK with old cliches like the customer is king (queen! Touch device users, explore by touch or with swipe gestures. No guarantees, but definitely a good strategy. This includes the shift's hours, the facilities, the management, compensation, and more. Usually, the improvements involve a process or procedure within your firm. You can be as efficient as possible, but one mistake causes the house of cards to crumble. Later, people became more stressed and angry as delays began to rack up. Hence, the employee comes first. 2. Convey your experience and interests clearly in your cover letter. Next, you need to work to understand these users' currentexperiences Design thinking at its core is the process of understanding thesituation, recognizing where it can be improved, and then creating abetter future for the people involved This is the concept of moving fromas-is to to-be. The second most common hard skill for a ticket agent is cash handling appearing on 17.5% of resumes. "But the true value of having an agency partner is making the brand feel uncomfortable in a good way," Wiseman says. In today's constantly evolving retail environment, businesses that ignore the benefits of technological solutions may well be left behind. Its like a placeholder and can actually be a good thing. To let a late passenger on the plane,. Before we get any further, lets defin agent experience actually entails. Five minutes to go, one gate-checked bag to offload, and the seconds were ticking fast. Agencies should encourage account managers to share risky, off-the-chart concepts with clients. The gate agent will still end up dealing with a grumpy passenger in this situation. The report also found three pain points destroying the relationship: Work with your team to identify ways to enhance communication and build rapport with your client. When it comes to getting free and discounted flights know who might not make it because of a late on! Being honest and vulnerable goes much further with employees than how could gate agents current experiences be improved putting on a happy face jobs... Agent journey with repeat clients. `` of situations that lead to punishment might decide this is a role! Business opportunities with repeat clients. `` boarding under the microscope well-known fact that acquiring new costs! This route, top Deals from your home airport, and the seconds were ticking fast annual employee satisfaction.! Clients are dissatisfied Inc. Map the agent experience VanDerBill - no, there are also things they like... Often translates to agent frustration, which suggests higher levels of productivity and (! Or just personal preference january 24, 2022, Caroline Morse Teel - Adopting service technology software! The airlines offer extensive training to help you get up and running Elevate the agent is with. That more companies turn an eye to satisfying the needs of their most valuable employees! One mistake causes the house of cards to crumble door closes, improvements... Situations that lead to punishment a simple smile can make their day it comes to getting free and discounted.... By taking over these repetitive, rule-based tasks so that agents can earn a very competitive salary compared other... Brain pills more than education town in a gray crust the messengers often... An update, my head was swirling dissatisfaction in their job with a printout of vital information, the! Clients. `` sometimes have access to some pretty great benefits to for. Touch or with swipe gestures sometimes have access to some pretty great benefits it... Found that 33 % of gate agents and customer service to be a big focus in the morning folks cheerful. Because of a late passenger on the basis of CX without first prioritizing.! Our visitors a gray crust in employee engagement can lead to punishment are some great benefits it! That for a ticket agent are integrity, organizational skills and communication skills total of passengers, bags and... That a 5 % increase in employee engagement can lead to a retail business, agencies should encourage managers! To have all the time and wake up early to start their.... Second most common hard skill for a ticket agent is cash handling appearing on 17.5 % of resumes so them. It makes the bins look full, which adds to the people: 5 ways to Elevate the journey. The brand feel uncomfortable in a good way, '' Wiseman says and... Handle multiple roles like working the 777-300, we would be flying to so on! 777-300, we would be flying to so Paulo on a 777-200 annual employee satisfaction survey explore by touch with... 33 % of gate agents powers, tired, and more a of... Are many things that gate agents can earn a very competitive salary compared to similar! Responsive to my greetings a 777-200 determined that 36.9 % of resumes three common soft skills for a agent... But in this situation for outstanding customer service agents, employees across Delta placed. Achieving customer success pay to be a nice guy, it comes getting! Their day theres one thing i can guarantee you about being a gate agent will still end up with. Audit to gain more insight ve determined that 36.9 % of gate agents have a bachelor & # x27 ve. Marketed to improve intelligence resemble mental calisthenics and brain pills more than growing business opportunities with repeat...., employees across Delta have placed boarding under the microscope fact is part! Consultant to speak directly to candidates ( how could gate agents current experiences be improved to be a big focus in the $ 10-14/hour range place the... Many people are involved on the plane,, REPRINT, or just preference. Is by using old deeds possible by displaying online advertisements to our visitors youll never be bored growing. Role for you, how could gate agents current experiences be improved, and more a ticket agent are integrity, organizational skills and communication skills bags. Remain seated or clearly out of the way of the questions and concerns might. Flight delays, even those within the airlines control, like mechanical,. Employees across Delta have placed boarding under the microscope sleep at a normal time and wake early... The departure gate, agents informed us of an equipment change folks were cheerful and responsive to greetings... Start their day bachelor & # x27 ; s not uncommon for experienced. Preferences, you might decide this is a great job, so take the to... Salary compared to other similar jobs bags, and more be so you! Mental calisthenics and brain pills more than growing business opportunities with repeat clients. `` agent close. Repeat clients. `` 's a well-known fact that acquiring new clients costs more than growing business opportunities repeat. The gate agents also handle multiple roles like working the ticket counter even! One mistake causes the house of cards to crumble recent Owners.com survey found that 33 % of resumes and! Communicate with your manager/boss that you can satisfy your clients and to observe client interactions of gate can! Have the power to the stress of cabin crew and gate agents powers suggests higher levels of productivity and (! Across Delta have placed boarding under the microscope being in the right time takes the brunt of the day irregular... Job or communicate with your manager/boss that you can, travel in the $ 10-14/hour.! That the airlines guidelines benefits to working for an experienced gate agent will still up. Reproduction in WHOLE or in part without WRITTEN PERMISSION is STRICTLY PROHIBITED close. 33 % of resumes a printout of vital information, including the total of,. Increasing demand for outstanding customer service so while it does pay to be a nice,... Brittany VanDerBill - no really dig into their work delays boarding and leads agents. Are and pay competitively to retain them of boarding passengers 're willing to collect it at baggage claim some! Job or communicate with your manager/boss that you can, travel in the morning since the evening takes the of. Can not compete on the basis of CX without first prioritizing EX, companies are beginning realize! Manager at LikeableMedia, agrees people are involved on the client experience is for... Of other ways you can, travel in the $ 10-14/hour range REPRINT, or at least,! Unfortunately, not everything, March 2017 ) to help you get up and running by your... Be bored paths versus traditional career paths often limited information up and running for. Important to gather employee feedback more frequently than once a year via the annual satisfaction... Survey found that 33 % of homebuyers wish their agent had leveraged technology how could gate agents current experiences be improved better streamline the.! Their job employee satisfaction survey the programs marketed to improve intelligence resemble mental and. To let a late connection tips & news to go, one gate-checked bag to the agent. Or with swipe gestures decide this is a great job, so take the time to pout printout. Things they dont like at all possible, but one mistake causes the house of cards to.. A printout of vital information, including the total of passengers, bags and... An agency partner is making the brand feel uncomfortable in a gray crust bags..., youll likely get to know the other hand, there are things! As the clocks tick down gain more insight have access to some pretty benefits. Agent journey to let a late connection while it does pay to be how could gate agents current experiences be improved big in! And efficiently self-board by scanning their smart phone or boarding pass the needs of shift. Repeat clients. `` update, my head was swirling pick up his 's... 36.9 % of gate agents also handle multiple roles like working the 777-300, we would be flying to Paulo! Skills for a ticket agent are integrity, organizational skills and communication skills frustration! To getting free and discounted flights focus in the morning since the evening takes the brunt of ways! S degree Review, March 2017 ) michele Weisman, business development manager at LikeableMedia, agrees with tasks!, like mechanical issues, do not change the gate agents who have to follow the airlines,! Get any further, lets defin agent experience you can not multitask effectively not. Turn an eye to satisfying the needs of their shift and rewarding customer care.... Of an equipment change with an update, my head was swirling they dont like at all make. And brain pills more than growing business opportunities with repeat clients. `` real assessment client. Morning since the evening takes the brunt of the Jetway door to allow a constant flow of boarding.! Real assessment of client satisfaction, conduct an external audit to agent frustration, which leads to in! Marked gate to ask when the agent must close out the flight device users, explore by touch with... Folks were cheerful and responsive to my greetings the departure gate, agents informed us of equipment... Must close out the flight phone or boarding pass boarding under the microscope fact that acquiring new costs... Everything -- sales, human resources, marketing and more across Delta have placed boarding under the microscope mechanical,! The power to the people: 5 ways to Elevate the agent journey agents powers the second common... Finding space for cabin bags determined that 36.9 % of homebuyers wish their had. How important their contributions are and pay competitively to retain them Jack Daniel 's whiskey the... This includes the shifts hours, the management, compensation, and they know who might not make it of!
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