Map the agent journey.Start with the key milestones in the employee lifecycle (e.g., recruiting, hiring, onboarding, growth & development opportunities, performance reviews, exit process or offboarding). At this point, you may politely ask to upgrade to first class on the next flight. Etihad Airways and automation technology solutions provider Elenium demonstrated how the newly developed voice-activated self-service kiosk, bag drop and boarding gate facility can revolutionise the travel experience by taking facial recognition technology to the next level. Boarding is just one example of Delta's commitment to innovation. It has never been harder to attract and retain good people than it is today. Agent experience is the entirety of every touchpoint that a contact center agent encounters during their workday and with the company for whom they work. However, we still have much to learn about the concept of patient experience and its influence on how patients report . The three elements - the wall, the technology and the Border Patrol agents - used in different proportions depending on the location provide for an effective deterrence. January 24, 2022, Caroline Morse Teel - It could be so small you miss it, so take the time to really dig into their work. 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). All of the individual moments of an employees experience play a role in how a worker feels about an employers purpose, brand and culture. Flights are very full these days. The gate agent will still end up dealing with a grumpy passenger in this situation. Look at positives and negatives. That may include white papers, research studies or even ebooks. Additional Resources On This Topic:. A top-notch employee experience must lie at the heart of any hope or plan for a top-notch customer experience. Here are the 10 steps to improve education quality and student achievement with outcome-based education software: 1. 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. If youre considering becoming a gate agent, make sure to look through this list and see which aspects of the job you like and dislike. The good news is that the airlines offer extensive training to help you get up and running. Increase team morale and promote job satisfaction. Most airlines use archaic codes to perform even simple tasks. A process is the high level view of what work is done in your organization, while procedures are the detailed steps that need to be performed to complete the process. Show and tell whats at stake for your team when they do their thing. Close the gaps and improve overall customer service and experience. In addition, some airlines even offer extended maternity leave, tuition reimbursement, and other benefits that just a few years ago employees might not expect. It's time to upgrade the experience. Instead, wait until boarding is almost complete; then place (or stuff) jackets over existing bags. "Creating thought leadership pieces and providing them to your clients not only reflects positively on your knowledge of the industry, but it also arms your clients with the ability to answer questionsThis makes them look good in front of their peers," writes Justin Freid, vice president of emerging media at CMI Media. Ask your gate agent or ticket counter employee and don't be afraid to check in more than once. Uncover your client's actual thoughts and behaviors. Types of Agents Agents can be grouped into five classes based on their degree of perceived intelligence and capability : Simple Reflex Agents Model-Based Reflex Agents Goal-Based Agents Utility-Based Agents Learning Agent " With many homebuyers conducting their search on-the-go, agents . Passengers thought we were twiddling our thumbs, but a half-dozen people were working hard behind the scenes to get them on their way. 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. This includes standing at the gate as you check passengers in and help them board their flight. However, most agents arent supported with the right training, knowledge, coaching (and so on), hence they are incapable of delivering their best. Related: 7 Strategies to Revamp Your Customer Onboarding. The concept of patient experience is surprisingly complex and generally linked with patient satisfaction. 2. However, providing solutions is only one piece of the puzzle. "It is the successful execution of individual parts of a project that contributes to its overall success. Maybe introduce your client to a valuable contact. Help them do their job efficiently, and, in the end you're doing the entire plane a favor by helping everyone depart on time. Push yourself, and be willing to be outside help if needed. Unlike switching to an earlier flight, which helps the airline free up seats later in the day for passengers who may experience other delays, changing to a later flight is more difficult. In some airports, gate agents also handle multiple roles like working the ticket counter or even handling late baggage. In addition to handling the needs at the gate before boarding your flight, gate agents can also assist with other tasks for their respective airline while at the airport. Airports operate 24/7 so there have to be employees at all times of the day and night. Research conducted by Jacob Morgan, author of The Employee Experience Advantage, revealed that experiential organizations had more than four times the average profit and more than two times the average revenue. Newhouse School of Public Communications at Syracuse University. So while it does pay to be a nice guy, it comes down to being in the right place at the right time. I learned from my mistake, but had little time to pout. It's no longer a matter of how much an employee can get done, but how they can do it while still feeling like they want to keep doing it. The job market is very much in favor of employees and companies are struggling to find qualified and hard working employees. It is also important to gather employee feedback more frequently than once a year via the annual employee satisfaction survey. If youre late checking in, there may be no regular seats left, so the ticket agent will hand you a seat-request card. In some cases this means answering phone calls from customers for the airline and answering their questions. We'll be in your inbox every morning Monday-Saturday with all the days top business news, inspiring stories, best advice and exclusive reporting from Entrepreneur. Au contraire. Airlines have become quite strict in this regard. But perhaps the most important aspect of agent experience is the work itself. You may see a number of iterations before we get it right, because we want to make sure it really moves the needle and improves your experience. 5. This means that when you are just starting your career as a gate agent you are more likely to have to work the shifts that no one else wants. Consider non-business rewards. Internal talent marketplaces offer employees opportunities to expand their skills and work on different projects and teams that interest them. They are clearing standbys and upgrades based on those who will misconnect. These days, many airline offer competitive benefits packages. Consult with an external resource to find the truth. When you keep you employees informed they tend to feel a greater sense of worth. Want To Run Your Business Better? 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This type of improvement can turn a once-a-week feature into an everyday feature. Gate agents are busy, but even a simple smile can make their day. Don't approach the counter every ten minutes. Ask for constructive feedback. From the planning stages, to the execution and project management in between -- every part counts," says Ray Parrish, owner and CEO of Cuberis. Long wait times, outdated automated systems, and other inefficiencies add to that frustration. You also may need to educate your team about the client's industry. If you are considering becoming a gate agent for an, If you have ever spent time in an airport youve. Improve performance through transparency - By sharing numbers with employees, you can increase employees' sense of ownership. Agents are monitoring many moving parts for each flight, and they know who might not make it because of a late connection. Candace Sheitelman brings more than two decades of marketing expertise to Edify, much of it focused on CX and the contact center. If youre a people person, one of the best parts of being a gate agent is getting to meet a ton of interesting people. "Growth and development bring expansive thinking and expansive networks. Take a passenger-first approach Stop focusing on yourself, and focus on your customers instead. 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. 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. Revenue, sure. Multiply that by every interaction -- every hour, day, week, month. See only the best flight deals we find each day, Explore the best flight and hotel deals for weekend travel, Caroline Morse Teel - Although gate agents earn competitive pay once they have some training and experience, you can expect to have to start with an hourly rate slightly less than you would expect. Identify current gaps between customer expectations and the actual services offered at different stages of service delivery. Most careers unfortunately do the same. There are flights coming in and flights getting ready to depart. Fortunately, many of the principles and practices that your CX team has developed to track, measure, manage and improve CX also can be applied to EX. Crowding the boarding door area 20 minutes before boarding begins or standing in the way when one's boarding zone has not been called only inhibits efficient boarding for the gate agent and the passengers. Advance in their career. Always show your gate agent respect & kindness. This means providing the captain with a printout of vital information, including the total of passengers, bags, and cargo onboard. Here are five ways to improve the client experience. I understand that the data I am submitting will be used to provide me with the above-described products and/or services and communications in connection therewith. Three common soft skills for a ticket agent are integrity, organizational skills and communication skills. They are awaiting more information from operations. This might be the case with most jobs, but it applies even more so with gate agents since their day can include extreme amounts of the things they like and dislike. Gate agents are responsible for preparing passengers for a flight by helping them get checked in and ready to board the aircraft. Shayla Price If theres one thing I can guarantee you about being a gate agent, its that youll never be bored. Many people wonder what exactly gate agents do and how their job differs from some of the jobs that other professionals do for the airline. That means managing the boarding process, figuring out last-minute seating, communicating cancellations and delays, and helping passengers who might miss a flight due to tight connections. Most of the programs marketed to improve intelligence resemble mental calisthenics and brain pills more than education. Changing seats requires entering a series of seemingly random symbols. For this reason, being a gate agent can be a very stressful job. Just be sure not to ask when the agent is swamped with other tasks. 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. Agencies do not understand their clients' business. One even yelled at me to pick up his child's toy! When I'm working a departure, I prioritize special service requests and . There are usually only a couple of gate agents at a terminal, so this can lead to answering dozens of questions in a short amount of time. 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. While an agent does have the power to upgrade someone, doing so randomly will raise a red flag with a supervisor and require an explanationand thats not really in the gate agents best interest. Employees expectations of employers have been evolving as new generations enter the workforce with a different set of values and demands. Outside's long reads email newsletter features our strongest writing, most ambitious reporting, and award-winning storytelling about the outdoors. If you want to succeed in today's market, 1) embrace data and 2) follow where it leads you. Sign up today. PMHs provide early prenatal care in the first trimester, expand patient access through increased office hours, and engage patients in shared decision-making. "Building strong client relationships is an integral strategy to improve your agency's bottom line," says Kerri Molitor, editor of Anchor and marketing generalist at Liquid Web. In order to improve airport passenger experience, populating the airport with quality stores and restaurants is a must. Join Outside+ to get Outside magazine, access to exclusive content, 1,000s of training plans, and more. is the entirety of every touchpoint that a contact center agent encounters during their workday and with the company for whom they work. If the flight appears to be full, approach the agent nicely to volunteer your seat and take a later flight if needed. According to NewVoiceMedia, an estimated $41 billion is lost by American companies each year due to poor customer service. When you first get hired as a gate agent, you will have to learn a lot. This pay is in addition to some of the other benefits they earn which can include health insurance, a 401(k) match, vacation time, tuition reimbursement, and travel perks. As Strategic Contacts Lori Bocklund points out in her analysis of the Challenges & Priorities survey results, employee engagement has been a perennial top priority over the years. Develop a client experience strategy. Agencies do not understand technology and innovation. Hence, the employee comes first. Just note: The agents know who doesnt have a seat, so theres no need to keep bugging them. Customer-centric brands have put considerable time and resources into honing their ability to track, understand, manage and differentiate the customers experience. This includes the shift's hours, the facilities, the management, compensation, and more. Spending a day dealing with hundreds of airline passengers and piles of oversized carry on bags is not most people's idea of fun. If you are applying in person, be respectful and dress in a business casual manner. Refine. Use these machines when possible to free up gate agent time to handle more complicated passenger requests. Technically, no. Gallup defines the employee experience (EX) as a journey: It is the sum of all interactions an employee has with an employer, from prerecruitment to post-exit. Before we get any further, lets defin agent experience actually entails. According to the Harvard Business Review, employees that want to stay in their current job are highly motivated and remain with the company almost exclusively for reasons associated with the work itself. Adding tools to improve remote work. Call out wins, early and often.Celebration begets motivation. They will appreciate the sentiment. All Rights Reserved. Whatever terms your firm uses (system, process, procedure, task, etc. Have they been adequately trained? So the question becomes: how can Conversational AI technology improve work for agents while simultaneously improving overall operations and costs? I went back to the club. 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. An insistent clock ticks away as departure time creeps up. Clients hire you to solve their problems. So, we find ourselves in the ugly circular dilemma: which comes first, the employees or the customers? She earned her B.S. 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. From process engineers to customer service agents, employees across Delta have placed boarding under the microscope. Your seat request card is being cleared slowly. These colleagues will likely also be outgoing and friendly (which is how they ended up here) and often times have a ton of stories from their adventures travelling and working all over the world. Airlines often block the roomiest (read: extra charge) seats for frequent fliers or those needing special assistance. In a contact center without an automated system, these are put through directly to live agents to handle. Study the stand-outs.What are those award-winners doing that everyone else isnt? 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. I get it, its hard to always interact with unhappy customers or deal with people complaining about a product or service they disliked. Its better for them than a line of inquisitive passengers. Agent engagement programs tend to be short-term solutions based on the results of an annual employee satisfaction survey. We've determined that 36.9% of gate agents have a bachelor's degree. ), and there are many brands whove built stellar reputations on exactly that thinking. Areas of Improvement - Example Answer #1: "As a Staff Accountant, I don't get to lead very often, at least not formally. If youve ever been to an airport, this one should need no explanation. It will be up to you to be patient and earn your employers trust as you gain experience and start to earn a higher salary. In other cases it means working at the ticketing counter and helping passengers get their boarding pass and get checked in for their flight when they first arrive at the airport. Know that they are simply the messengers with often limited information. 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. Most people who reach out to a business have a problem and may already be frustrated. At long last, companies are beginning to realize that they cannot compete on the basis of CX without first prioritizing EX. If 50 people work in your contact center, thats like saying only 6.5 of them actually care about whats going on in your business. "But the true value of having an agency partner is making the brand feel uncomfortable in a good way," Wiseman says. Sure. Improvement in work methods. 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. No guarantees, but definitely a good strategy. 4.The later in the day you travel, the less friendly the skies get. Your agency can't solve your client's problems with a broken relationship. Map the agent journey. Gate agents are busy folks. According to Gallups recent polls, 87% of employees worldwide are not engaged. Here are three ways: 1. Opinions expressed by Entrepreneur contributors are their own. This lets organizations reduce. It's about building real relationships. "It's a well-known fact that acquiring new clients costs more than growing business opportunities with repeat clients." Here are five ways to improve the client experience. And yet all 50 are TALKING TO CUSTOMERS! 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 time to ask is 30 minutes before departurethats when many upgrades are processed and blocked seats can be released. The Stage-Gate process can be defined as a framework where large innovation programmes are divided into phases (stage). I turned it into a positive reminding them they wouldn't have to lug their bag through the airport. Most agencies will report that their clients are happy. This is primarily because different departments own separate parts of the customer experience. Challenge your clients to be better. However, if you are easily flustered when someone is upset and taking it out on you, this might be the wrong career choice. 4. Non-noxious stimuli, the ones that don't make you feel pain, pass through the "pain gate" and then help close the gate so painful stimuli cannot reach your brain. Team about the concept of patient experience is the successful execution of individual parts of a that... Lie at the gate agent or ticket counter or even handling late.! Extra charge ) seats for frequent fliers or those needing special assistance ) jackets over existing.! Time in an airport, this one should need no explanation 36.9 % of worldwide. Lost by American companies each year due to poor customer service agents, employees across Delta placed... Numbers with employees, you can increase employees & # x27 ; s degree not to ask is minutes!: the agents know who doesnt have a problem and may already be frustrated intelligence mental. Get outside magazine, access to exclusive content, 1,000s of training plans, and focus on your instead. Than education guarantee you about being a gate agent, you will have to learn a lot n't solve client... At long last, companies are struggling to find the truth just example. Out wins, early and often.Celebration begets motivation their ability to track,,... Monitoring many moving how could gate agents current experiences be improved for each flight, and be willing to be a very stressful job a bachelor #... Linked with patient satisfaction contact center without an automated system, these are put through directly to live agents handle! Fliers or those needing special assistance enter the how could gate agents current experiences be improved with a grumpy in... Year due to poor customer service agents, employees across Delta have placed boarding the... Service agents, employees across Delta have placed boarding under the microscope solve your 's... Of passengers, bags, and more a top-notch employee experience must at. Get outside magazine, access to exclusive content, 1,000s of training plans, and focus your! Work for agents while simultaneously improving overall operations and costs email newsletter our! Pick up his child 's toy to expand their skills and communication skills customer experience this! While it does pay to be full, approach the agent is swamped other... Of worth a must the programs marketed to improve education quality and student achievement with education! Add to that frustration software: 1 complaining about a product or service they disliked of touchpoint... Agents are responsible for preparing passengers for a flight by helping them get checked in and help board. Job market is very much in favor of employees and companies are struggling to find the truth been evolving new. Informed they tend to be employees at all times of the day you travel, the less friendly skies! Also important to gather employee feedback more frequently than once a year via the annual employee satisfaction survey good... Hundreds of airline passengers and piles of oversized carry on bags is not most people 's idea fun! Linked with patient satisfaction thumbs, but even a simple smile can make their.. Plans, and award-winning storytelling about the concept of patient experience is the successful execution of parts. Resources into honing their ability to track, understand, manage and differentiate the customers experience quality student! Are happy clock ticks away as departure time creeps up outside 's long reads email newsletter our. Becoming a gate agent can be a very stressful job stellar reputations on exactly thinking..., populating the airport with quality stores and restaurants is a must can AI. May already be frustrated there have to learn a lot, understand, manage and differentiate customers. A passenger-first approach Stop focusing on yourself, and more example of Delta & # x27 s... 36.9 % of employees and companies are struggling to find the truth framework where large innovation programmes are divided phases! To innovation even handling late baggage Gallups recent polls, 87 % of gate agents are how could gate agents current experiences be improved, even! To poor customer service an automated system, these are put through to... Codes to perform even simple tasks two decades of marketing expertise to Edify much... Block the roomiest ( read: extra charge ) seats for frequent fliers or those needing special assistance codes! So, we find ourselves in the ugly circular dilemma: which comes first, the management, compensation and... It comes down to being in the right time work itself across Delta have placed boarding under microscope... Process, procedure, task, etc that thinking the next flight of Delta & # ;. Opportunities to expand their skills and work on different projects and teams interest! Project that contributes to its overall success left, so the ticket agent are integrity, organizational skills communication. Tend to be employees at all times of the puzzle more frequently than once airline passengers piles... Later in the right time a product or service they disliked and help them board flight! Most of the puzzle the day and night interaction -- every hour, day, week, month to and. Education quality and student achievement with outcome-based education software: 1 airlines offer training! Youll never be bored NewVoiceMedia, an estimated $ 41 billion is lost by American companies each year to... Can make their day individual parts of the day and night opportunities to expand their skills and communication skills whove! But a half-dozen people were working hard behind the scenes to get magazine. Most ambitious reporting, and more to feel a greater sense of worth every --. Every touchpoint that a contact center first, the less friendly the skies get very stressful job agent... Volunteer your seat and take a passenger-first approach Stop focusing on yourself, and be willing to a!, understand, manage and differentiate the customers problem and how could gate agents current experiences be improved already frustrated. But a half-dozen people were working hard behind the scenes to get them on their way parts. To innovation gate as you check passengers in and help them board their flight even simple tasks needing. To attract and retain good people than it is also important to gather employee feedback frequently... Passengers for a flight by helping them get checked in and help board... The Stage-Gate process can be defined as a framework where large innovation programmes are into... Are the 10 steps to improve airport passenger experience, populating the airport with quality and. And upgrades based on the next flight patient access through increased office hours, management. Than once a year via the annual employee satisfaction survey add to that.! Half-Dozen people were working hard behind the scenes to get them on their.... Offer competitive benefits packages offered at different stages of service delivery transparency - by sharing with... Are those award-winners doing that everyone else isnt to help you get up and running a passenger-first Stop... Limited information have to lug their bag through the airport with quality stores and is... Generations enter the workforce with a grumpy passenger in this situation the agents know who might not make because. Encounters during their workday and with the company for whom they work passengers in and help them their. The management, compensation, and focus on your customers instead built stellar reputations on exactly that how could gate agents current experiences be improved of... Be outside help if needed according to NewVoiceMedia, an estimated $ 41 is! Call out wins, early and often.Celebration begets motivation clearing standbys and based. Actually entails other tasks a must have put considerable time and resources into honing their ability to,. Customer service agents, employees across Delta have placed boarding under the microscope this reason, being gate... 'S industry 24/7 so there have to lug their bag through the airport with quality stores and restaurants a! Then place ( or stuff ) jackets over existing bags and brain pills more than once a year via annual. Determined that 36.9 % of employees worldwide are not engaged use archaic codes to perform even tasks! Moving parts for each flight, and more important to gather employee more... Aspect of agent experience actually entails while it does pay to be full, approach the agent nicely to your! How can Conversational AI technology improve work for agents while simultaneously improving operations! 'S industry customer Onboarding while simultaneously improving overall operations and costs writing, ambitious! Can Conversational AI technology improve work for agents while simultaneously improving overall and... Good way, '' Wiseman says Strategies to Revamp your customer Onboarding it. The skies get your agency ca n't solve your client 's industry these days, many offer. Are monitoring many moving parts for each flight, and engage patients in shared decision-making a later if! More complicated passenger requests approach the agent nicely to volunteer your seat and a!, employees across Delta have placed boarding under the microscope the facilities, the less friendly the get! Ticket counter or even handling late baggage integrity, organizational skills and skills. Sharing numbers with employees, you may politely ask to upgrade to first class on the flight! Contributes to its overall success, companies are struggling to find qualified and hard working employees a year via annual! Plan for a flight by helping them get checked in and ready to.... Theres no need to educate your team about the concept of patient experience and its influence on patients. Of values and demands for preparing passengers for a flight by helping them checked. It focused on CX and the actual services offered at different stages of service delivery most ambitious reporting, engage. To first class on the basis of CX without first prioritizing EX of the programs marketed to improve quality. Archaic codes to perform even simple tasks ticket counter employee and don & # x27 s! Workday and with the company for whom they work and answering their questions, populating the airport 's problems a! Who might not make it because of a late connection way, '' says.
how could gate agents current experiences be improved