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I am a supervisor for reservations at R&R Rail, after working as a reservationist
for two years. My main responsibilities are to motivate my team to provide
good customer service and to train them on new products. I am also available
to answer questions that they are unable to answer from customers and to
handle any problems that may arise.
As a supervisor, I still take calls on an overflow basis, when the rest
of my team is tied up with calls. The main questions people have are about
schedules, routes and accommodations. We take calls from both customers
and agents. I have a computer system that I use to look up information
and make reservations.
When people call in and want to know a schedule, I ask for the cities and
a date. This information is important, because some of our trains run different
schedules during the week. I put this information in the computer and it
pulls up a schedule which I explain to the customer. They also want to
know the costs, which I can access in the computer. Then, if they choose
to book, I make a reservation and issue their ticket and send it to them via email.
New train riders generally need some education as to our product and the
choices of accommodations we offer. I spend a lot of time explaining the
differences between classes of service and types of accommodations and
how they would be a benefit to the customer.
R&R Rail has a variety of promotional fares, especially during the summer.
We also do more advertising, so the number of calls goes up. Often the
promotion includes a rail pass for a certain region with two or three stops.
I get a lot of questions about the passes and how to utilize them for a
summer vacation.
I supervise a team of employees and together we have goals regarding number
of calls we take during a shift and number of bookings. We also encourage
each other to have good customer service. I meet with my team prior to
our shift for a pep session and remind them of our goals. When we realize
our goals, our team is rewarded with a variety of incentives from money
to gift certificates to time off with pay. I am authorized to reward individual
team members who are doing an exemplary job. That is one of my favorite
responsibilities.
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