Management Trainee Katelyn T. and the team at the Portland International Airport in Maine consistently receive high service scores from their customers. Because of these high numbers, we decided to catch up with Katelyn to learn how she and the airport team make such great impressions day after day.
Q: How do you keep customers satisfied?
A: At the airport, we have a very strong team culture, which helps us succeed and keep our customers satisfied. We feed off each other’s positive attitude, and if one person needs help, we jump in. When we have new employees in our branch, from day one, we reinforce a culture of customer service. They also learn quickly that all Management Trainees help to teach each other. Our philosophy is: If we can succeed as individuals, we can succeed as a team even more.
Q: What motivates you to go above and beyond for a customer?
A: I’m motivated to be the best I can be at my job. We are the experts and need to provide guidance to customers to ensure they get the right car, the right accessories and the best service possible. In the end, no matter what the situation, I make sure they’re happy when they leave.
Q: What are the challenges in working with airport customers and how do you overcome them?
A: When a late flight comes in, people can be tired and frustrated, so I just try to put out positive energy. My customers often say it’s nice to see people smiling after they’ve been stuck on a long flight. I try to turn their attitude around so they don’t remember anything negative about their rental experience.
Since we’re at the airport and it’s a fast-paced environment, we don’t get to spend as much time with our customers as we’d like. In that short interaction, we have to build a very quick relationship with them, which can be a challenge.
Q: How long have you been in a customer service role?
A: It’s been a while. Before Enterprise, I waitressed, bartended and worked as an assistant manager at a clothing store.
Even though my previous positions were customer-facing, Enterprise seems to have much higher priority on customer service.
Q: What three words describe your approach to customer service?
A: Confident. Outgoing. Friendly.