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What are some traits I should have to be a really successful customer service person?

I'm considering working in customer service as an entry level job out of school, but I'm not sure I have what it takes to be good at it. What skills or traits do you need to do well in a customer facing role at an airline? This question was posted by a CareerVillage administrator on behalf of the students of CareerVillage. #aviation #airline-industry #airport-security #tsa

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Cynthia’s Answer

The Airline Industry is all about customer service. You need to have patience, understanding and a genuine feeling of helpfulness toward others. The flying public get lost and need help in all areas. You must be able to stay calm and helpful in any situation, such as, weather delays, mechanical delays, passengers behaving badly towards other passengers or appearing to be intoxicated.
The skills needed most in an airline job:
Patience
Understanding
Be able to think in stressful situations
Being respectful of others
Work well with others
Care for others and their situation, each is different
Do not take things personally
Ability to listen
Ability to find resolution
Personable
Helpful
Follow rules and regulations of the company
Stay humble


The airline industry is a wonderful field to work in. There are so many jobs offered. The benifits of free travel make this industry one of the most exciting. People who fit in to thie airline world are fun, exciting, adventurous and come from all over the world.

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William’s Answer

Nice question, Nick. Training for a role as a Customer Service Representative (CSR) initially comes with interacting with family, friends and while in school, etc., you technically do it on a daily basis. Remember, there is a big difference in hearing someone, as opposed to listening to them. Cynthia's answer provides you the skill sets needed for any CSR role, defining them-within you- is the key.

Ask yourself what you expect when you deal with a CSR. I would wager you expect to speak with someone who is confident and knowledgeable of your issue(s) to provide you the best possible solution. Talk to a family member or a friend regarding a topic you have knowledge of. During your conversation, are you clear and concise in speaking? Do you offer the correct answer/response when asked a question. Does the family member or friend have a better understanding of the topic after speaking with you?

Lastly, there is a reality show on cable TV where you can see what CSRs, in this case airline employees (ticket/gate agents and management) actually go through while working.
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Mattie’s Answer

- The ability to remain patient and inventive
- Proficiency in organizing and planning
- Capacity to empathize with others
- Excellent skills in conveying information effectively
- Competence in handling multiple tasks simultaneously
- Familiarity with the company and its product for which you're offering customer service
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