68 | lefonomilimejlomi ondami dođemokaokrajnjatačka.Ljudismatraju da će se lakše i brze objasniti sa živimsagovornikom.Teškoseprihvata činjenica da je jedini način da se pošaljeprimedbailireklamacijaputemveb-portala.Sdrugestrane, sve višeputnikauslugeplaćaputeminterneta, gde se dešava da se usled ljudskogfaktoraprevideusloviproizvodakoji jeplaćen. Iutomslučaju putnik se obraća za pomoć. Pomoglo bi nam svima da se malo bolje čujemo,daukažemojednidrugima malovišepoštovanja. Jermismotu dabudemonausluzi, dapomognemo,atotrebavrednovati.Uvekimamorazumevanjazaputnikekojima je vreme bitan faktor, i zato mi brinemo o svakomminutu. Povećanbroj letovaseletosiovde osetio, iako su svi srećni zbog većegbrojaputnika, naročito imje, kakoMirjanakaže, Španijadalavetar u leđa (uvedeni su letovi zaMadrid i Barselonu). Dobra sezona je izanjih, aprednjimadecembar, koji opet donosi veći broj operacija i putnika, pa time i veći broj izazova. Ali to je baš ono što raduje agenta prodajeAdrijanuMitrović, kojapet i po godina radi u ovoj poslovnici. – Volim ovaj posao zato što je svakidandrugačiji, smenamožeda se u dva minuta iz mirne preokrene u vrlo dinamičnu i zahtevnu, ali jeuvekzanimljivojer jeizazovrešiti neki problem i ostaviti putnika zadovoljnog–kažeAdrijana, sakojom seslažetim-liderTamaraPavićević i dodajeda je raditi sa ljudimauvek zanimljivo. Istomisli injenakoleginicaMirjana 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 – kažeMirjana. Blaženmeđuovimdivnimdamama, agent prodaje Igor Stanojević, nema nikakvu dilemu da radi na najboljem mestu, u najboljoj avio-kompaniji. – Ovde smo da rešavamo probleme, nikonedolazi danaspitaza zdravlje, ali se zato dešava da ljudi dođudazahvalezatoštosmoimpomogli. Mi izlazimo svima u susret, čakiputnicimadrugihavio-kompanija.Ništanamnijeteško,nepostoji brojtelefonakojineokrenemodarešimoproblem.Predstavnicidrugih kompanija nas već znajupo imenima. Budite sigurni da ovakvuuslugunedobijajuninajednomaerodromu, ni kod jedne druge kompanije – kaže Igor, a nadovezuje se šefica Mirjana. – To je istina, uglavnom vas u svetuuputenanekekol-centre, kažu vam: „Čitaj znake“. A mi ovde bukvalno trčimo sa putnicima do gejtadanezalutajuakokasne.Gde će vam dati uslužni telefon? Nigde, reći će vam da kupite karticu. Ami izađemo svima u susret. Jednom 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 nijedan broj napamet, ali se setila bakinog fiksnog, pa smo tako posle niza peripetija uspeli sve da završimo. Posle sevratila i donelanam čokoladu, ami smozaistabili srećni što smo uspeli da učinimo sve za naše putnike. To je naša misija – zaključuje Mirjana. evermore travellers arepaying for servicesonline,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 wouldhelpall of us ifweheardeachother a littlebetter, ifwea orded eachother a littlemore respect. That’s becausewe are here tobe of service, tohelp, and that shouldbe appreciated. Of course, we always have understanding for travellers for whom time is an important factor, and that’swhywe concern ourselveswith everyminute. This summer’s increased number of ights has also been felt here, although everyone is happy about the increased number of passengers, especially because, asMirjana says, Spain has provided a tailwind (with ights introduced to Madrid and Barcelona). They haveagoodseasonbehindthem,whileDecember isaheadof them, which again brings more operations and passengers, and thus also a greater number of challenges. But that’s preciselywhat pleases sales agent Adrijana Mitrović. “I love this job because every day is di erent; a shift can transform from calm to very dynamic in twominutes, but it is always interestingbecause it is a challenge to solve some problemand leave the passenger feeling satis ed,” says Adrijana, who is in agreement withteamleaderTamaraPavićević, saying it isvery interestingworkingwithpeople. SalesagentMirjanaStojkovićthinkthesame.“I started at JAT, working at a branch in the city. We are happy here because it’snice forus.There reallyarewonderful people,”saysMirjana. Blessed among these lovely ladies, sales agent Igor Stanojević has no dilemma that he works in the best place, for the best airline. “We arehere to solveproblems, nobody comes to ask us about health,but ithappensthatpeoplecometothankusforhelpingthem. That’s because we go out of our way to meet the needs of everyone, even passengers of other airlines. Nothing is di cult for us; Be sure that this kind of service isn’t received at any airport, at any other 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 tobuyacard. Andwegoout of ourway tohelpeveryone. Ayounggirl once came tous to tell us that she’d left her phone in thecar andthat herparentshadalready left theairport. Shedidn’t knowanynumberbyheart,butsherememberedhergrandmother’s landline number, so after a series of twists in circumstancewewere able to nish everything. She later returned and brought us chocolate, and we were really happy to have been able to do everything for our passengers. That is our mission,”concludes Mirjana. 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
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