>>1090016Don't be a dodo. Be charming, be a good conversationalist, and have a good attitude.
Now, as to what makes a good CSR...
Write down EVERYTHING. If it's operational, WRITE IT DOWN. Get ALL the information about a guests stay and the line service will love you. (services requested, length of stay, aircraft type, number of pax, EVERYTHING.)
If you meet a brand new customer, write it down.
If a plane left late, write it down.
If you have a base tenant flying out for a long weekend, write it down.
If your customer is expecting catering, write it down.
If you learn he prefers diet coke to coke zero, write it down. If they have kids, know them by name and ask after them. Ask "how's your wife Sharon?"
The customer is paying for an experience, Not a service. This is especially true at high dollar places like private aviation. Make their day!
And THE MOST IMPORTANT THING.
KEEP. THE COFFEE. FRESH.
FRESH HOT COFFEE IS AS IMPORTANT AS JET FUEL.
