We mostly succeed in solving problems, because there’s no information you can seek that you can’t receive Uglavnom uspevamo da rešimo probleme jer ne postoji informacija koju tražite, a da ne možete da je dobijete
ever more travellers are paying for services online, where it happens that - due to the human factor - they overlook the conditions of the product paid for. And in such cases the passenger turns for help. It would help all of us if we heard each other a little better, if we a ord- ed each other a little more respect. That’s because we are here to be of service, to help, and that should be appreciated. Of course, we al- ways have understanding for travellers for whom time is an impor- tant factor, and that’s why we concern ourselves with every minute. This summer’s increased number of ights has also been felt here, although everyone is happy about the increased number of passengers, especially because, as Mirjana says, Spain has provided a tailwind (with ights introduced to Madrid and Barcelona). They have a good season behind them, while December is ahead of them, which again brings more operations and passengers, and thus al- so a greater number of challenges. But that’s precisely what pleases sales agent Adrijana Mitrović. “I love this job because every day is di erent; a shift can trans- form from calm to very dynamic in two minutes, but it is always in- teresting because it is a challenge to solve some problem and leave the passenger feeling satis ed,” says Adrijana, who is in agreement with team leader Tamara Pavićević, saying it is very interesting work- ing with people. Sales agent Mirjana Stojković think the same.“I start- ed at JAT, working at a branch in the city. We are happy here be- cause it’s nice for us.There really are wonderful people,”says Mirjana. Blessed among these lovely ladies, sales agent Igor Stanojević has no dilemma that he works in the best place, for the best airline. “We are here to solve problems, nobody comes to ask us about health, but it happens that people come to thank us for helping them. That’s because we go out of our way to meet the needs of every- one, even passengers of other airlines. Nothing is dicult for us; Be sure that this kind of service isn’t received at any airport, at any oth- er company,”says Igor, which is added to by branch boss Mirjana. “That’s true, around the world you’re mostly referred to some call centres, they tell you – read the signs. And here we literally run with passengers to the gate to ensure they don’t go astray if they’re late. Where else will you be given a service telephone? Nowhere – they’ll tell you to buy a card. And we go out of our way to help every- one. A young girl once came to us to tell us that she’d left her phone in the car and that her parents had already left the airport. She didn’t know any number by heart, but she remembered her grandmother’s landline number, so after a series of twists in circumstance we were able to nish everything. She later returned and brought us choco- late, and we were really happy to have been able to do everything for our passengers. That is our mission,”concludes Mirjana.
lefonom ili mejlom i onda mi dođe- mo kao krajnja tačka. Ljudi smatraju da će se lakše i brze objasniti sa ži- vim sagovornikom. Teško se prihva- ta činjenica da je jedini način da se pošalje primedba ili reklamacija pu- tem veb-portala. S druge strane, sve više putnika usluge plaća putem in- terneta, gde se dešava da se usled ljudskog faktora previde uslovi pro- izvoda koji je plaćen. I u tom slučaju putnik se obraća za pomoć. Pomo- glo bi nam svima da se malo bolje čujemo, da ukažemo jedni drugima malo više poštovanja. Jer mi smo tu da budemo na usluzi, da pomogne- mo, a to treba vrednovati. Uvek ima- mo razumevanja za putnike kojima je vreme bitan faktor, i zato mi bri- nemo o svakom minutu. Povećan broj letova se letos i ov- de osetio, iako su svi srećni zbog većeg broja putnika, naročito im je, kako Mirjana kaže, Španija dala ve- tar u leđa (uvedeni su letovi za Ma- drid i Barselonu). Dobra sezona je iza njih, a pred njima decembar, ko- ji opet donosi veći broj operacija i putnika, pa time i veći broj izazova. Ali to je baš ono što raduje agenta prodaje Adrijanu Mitrović, koja pet i po godina radi u ovoj poslovnici. – Volim ovaj posao zato što je svaki dan drugačiji, smena može da se u dva minuta iz mirne preokre- ne u vrlo dinamičnu i zahtevnu, ali je uvek zanimljivo jer je izazov rešiti neki problem i ostaviti putnika za- dovoljnog – kaže Adrijana, sa kojom se slaže tim-lider Tamara Pavićević i dodaje da je raditi sa ljudima uvek zanimljivo. Isto misli i njena kolegi- nica Mirjana Stojković, koja već 30 godina radi u avio-kompaniji. –PočelasamuJAT-u,radilasam u poslovnici u gradu. Mi smo ovde veseli jer nam je lepo. Zaista ima divnih ljudi – kaže Mirjana. Blažen među ovim divnim da- mama, agent prodaje Igor Stanoje- vić, nema nikakvu dilemu da ra- di na najboljem mestu, u najboljoj avio-kompaniji.
– Ovde smo da rešavamo pro- bleme, niko ne dolazi da nas pita za zdravlje, ali se zato dešava da ljudi dođu da zahvale zato što smo im po- mogli. Mi izlazimo svima u susret, čak i putnicima drugih avio-kompa- nija. Ništa nam nije teško, ne postoji broj telefona koji ne okrenemo da re- šimo problem. Predstavnici drugih kompanija nas već znaju po imeni- ma. Budite sigurni da ovakvu uslu- gu ne dobijaju ni na jednom aerodro- mu, ni kod jedne druge kompanije – kaže Igor, a nadovezuje se šefica Mirjana. – To je istina, uglavnom vas u svetu upute na neke kol-centre, ka- žu vam: „Čitaj znake“. A mi ovde bukvalno trčimo sa putnicima do gejta da ne zalutaju ako kasne. Gde će vam dati uslužni telefon? Nig- de, reći će vam da kupite karticu. A mi izađemo svima u susret. Jed- nom je mlada devojka došla kod nas da kaže da joj je telefon ostao u automobilu, a da su roditelji već otišli s aerodroma. Nije znala nije- dan broj napamet, ali se setila ba- kinog fiksnog, pa smo tako posle niza peripetija uspeli sve da zavr- šimo. Posle se vratila i donela nam čokoladu, a mi smo zaista bili sreć- ni što smo uspeli da učinimo sve za naše putnike. To je naša misija – zaključuje Mirjana.
68 |
Made with FlippingBook interactive PDF creator