We recently caught up with Orlando International Airport Customer Service Agent Miguel M. to learn more about how he went above and beyond for a family visiting Orlando on a Make-A-Wish trip.
Tell us about the customer and their situation.
A family with two kids was visiting Orlando on a Make-A-Wish trip. I could tell the parents were a bit nervous and stressed – flying with kids and lot of luggage isn’t easy.
The family had a 45-minute drive ahead of them to Give Kids the World, an amazing resort specifically for kids with life-threatening illnesses and their families. I tried to get their trip started on the right foot and ease their stress by making sure their rental pick up and exit was smooth and quick.
What is your reaction to the compliment you received?
I was in complete shock that the family took time to write about their experience to leadership. I think going above and beyond for each customer is part of the job. It’s not something I expect to be recognized for.
I’m grateful the family took time to sit down and acknowledge the great team we have here at Orlando International Airport. As a Customer Service Agent, I make an effort to be with customers every step of the way. I take a lot of pride in ensuring they leave our garage happy and confident in their travels.
What’s your secret to providing great customer service?
My approach is simple: treat customers exactly how you would like to be treated. I have a “yes” mentality and strive to find a solution to any question or concern.
I also take time to get to know each customer. I start by talking about the simple things such as weather or recommendations of what to do in Florida. Customers really appreciate a personalized experience.
I began my career in 2012 as a Return Agent at Orlando International Airport. Just over a year later I moved to Customer Service. I love my job and the team here at the airport. Helping to solve customers’ issues is a challenge I enjoy taking on. It keeps my job interesting every day. Down the road, if the opportunity ever presents itself, I think going into the Management Training Program would be a great path to pursue.