US Airways - January 2013 - (Page 15)

Making It Happen Behind the Scenes of Your Flight Diane is multitasking. She talks to the customer while using her computer to look up ﬂights, ﬁnd packages and hotels, search for reservations, and ﬂip through her policy handbook. After 15 years on the job, it’s like second nature to her. but later she’ll have to do a bit of paperwork. He’s quick and efﬁcient but has a warm and pleasant personality, which helps in even the most difﬁcult situations. Look Who’s Tweeting MEET: Justin Rayzak HIS TITLE: Reservations Agent, Social Media TIME WITH US AIRWAYS: 1 year Super Service Agent MEET: Tim Vachon HIS TITLE: Reservations Agent, Customer Service Desk TIME WITH US AIRWAYS: 12 years I listen in at Tim Vachon’s desk next. He’s a representative who typically handles urgent calls or helps airport agents. The calls we take vary greatly — from helping a Dividend Miles member upgrade two people to First Class when there’s only one seat available, to helping a gate agent reissue tickets — but Tim knows how to handle them all. One call we take catches me off guard. A woman explains that her parents were scheduled to ﬂy to London, but her father has just passed away. I’m speechless, but Tim handles it incredibly well. He expresses his condolences and explains to her that he’ll take care of everything for now, I trade in my headset for a computer when I shadow Justin Rayzak, an agent who helps customers communicating via social media. Every Twitter post that warrants a response is assigned to a member of the social media team. Each response tweet is individually crafted and checked by a colleague before it’s sent to the customer. Justin explains that he tries to reply to every tweet, including compliments. My day shadowing reservations agents was a refreshingly positive experience. I braced myself to hear calls from frustrated customers, and I was surprised when most of the calls were cordial. And I was impressed by the quick, friendly, and knowledgeable performances by all the reservations agents. http://roadshowcompany.com

Table of Contents for the Digital Edition of US Airways - January 2013

US Airways - January 2013
Table of Contents
CEO Letter
From the Editor
Did You Know?
Making It Happen
Hot Spots: Fantasy Trips
Hub Crawl: Boston Logan International Airport
Wine & Dine: Martinis
Adventure: Scotland Golf
Adventure: Skiing Whistler Blackcomb
Great Escapes: Quintero Golf Club
Gear Up: Pet Gifts
Travel Feature: Aruba — Little Island, Big Presence
US Airways Vacations
Celebrate San Francisco
The Cactus League
Must Read: Because I Said So!
Great Dates
Puzzles
Readers Resource Index
Your US Airways Guide
Video Entertainment
Audio Entertainment
U.S. and Caribbean Service Map
International Service Map
Airport Terminal Maps
US Airways Fleet/Customs & Immigration
Passenger Info/Contact US Airways
US Airways MarketPlace®
Window or Aisle?

US Airways - January 2013