Jessica Rousseau Shares Her Secret to Peak Customer Service
When a passenger takes the time to write in with a compliment, you know they've received top-notch PDX People service...and we have to know, what's the secret?
Timberline Lodge employee Jessica Rousseau tells us that listening carefully to understand what a customer might want – even if they haven't said it explicitly – is the magic ingredient for great service.
In their note, the delighted passenger wrote:
"We walked in looking for a bottle of wine to take back to a friend. Jessica asked about preferences and then cheerfully talked us through many of their products. She was knowledgeable and incredibly friendly.
I have been to a lot of wineries and breweries, and this was one of my most positive experiences. We ended up with two bottles of wine and a bottle of beer because she made it all sound so good! By far, the best customer service I have ever experienced in an airport."
In this case, the stellar service led to a purchase, but Jessica notes that she treats people with respect and provides the same friendly assistance to all, ensuring everyone has a great experience...even if they don't buy anything.