What measures can CSAs take to prevent miscommunication with passengers?

The most effective measure that Customer Service Agents (CSAs) can take to prevent miscommunication with passengers is to confirm understanding by summarizing information. This approach ensures that both the agent and the passenger are on the same page regarding the information being communicated. By paraphrasing or summarizing the key points, the agent can verify that the passenger has understood the information correctly, which reduces the chances of confusion and enhances clarity.

Furthermore, summarizing information after providing it can also give passengers an opportunity to ask questions or clarify any uncertainties they may have. This interactive communication fosters a better understanding and builds trust between the CSA and the passenger, leading to a more positive experience.

In contrast, using unclear language, avoiding direct communication, or limiting communication to written form can lead to misunderstandings and frustration for both the agent and the passenger. Clear, direct, and interactive communication is essential in a customer service role, especially in the airline industry where accurate information is crucial for passenger safety and satisfaction.