Why is it crucial for a CSA to maintain calmness during stressful situations?

Maintaining calmness during stressful situations is essential for a Customer Service Agent (CSA) because it enables effective management of the circumstances at hand. A calm demeanor instills confidence in passengers, reassuring them that their concerns are being handled with professionalism and care. When a CSA remains composed, they can think clearly and make better decisions, which can lead to faster and more appropriate solutions to customer problems.

Furthermore, a CSA's calmness can diffuse tension among passengers who may be anxious or frustrated. This positive mindset facilitates better communication and understanding, ultimately leading to more satisfactory outcomes for both the customer and the agent. The ability to maintain control and clarity allows the agent to address issues more successfully, enhancing the overall experience for everyone involved.