b'LETTER FROM THE PRESIDENTAT THE HELM The Heart of the Passenger Vessel ExperienceSTEPHEN JONES // PRESIDENTI n the passenger vessel industry, the true commodity isbe the reason a customer never returns. All communi-not the ticket, but the memory created. While the stun- cation, especially when a customer is agitated, must be ning city skylines and unique itineraries attract guests,professional. Body language is just as important as verbal it is the quality of their onboard experience that determinesdelivery; a tense posture or dismissive gesture can escalate whether they will return. At the core of this experience is ex- a situation. Controlling ones emotions is paramount. A ceptional customer service, a skill set that elevates the role ofsenior crew member must act as a calming presence, not every crewmember, especially leaders like senior deckhand.allowing heated customers to provoke a loss of cool.The following principles, drawn from the Gateway Clipper Fleet Deckhand and Senior Deckhand Training Manuals, I nteraction with the Client (Charters): Special events, offer a blueprint for success for all professionals in this field. especiallyweddings,aretheultimatetestofcustomer service. Charter clients have invested significantly in their FROM DECKHAND TO SENIOR event and expect flawless execution. For the senior deck-A Customer Service Evolution hand, interaction is heaviest during the setup period. A For the greenest deckhand, customer service begins withfriendly face and a professional demeanor are non-nego-a friendly smile, a helping hand, and basic attentiveness.tiable. Clients, unfamiliar with U.S. Coast Guard regula-This foundational level of service is crucial for a positivetions and company policy, may have unrealistic expecta-first impression during the boarding process. However, thetions. It is the senior deckhands responsibility to explain senior deckhand is the linchpin, with experience and train- these limitations professionally and with empathy. How ing that equips them to resolve more complex issues. Thethe crew communicates with a wedding planner or party distinction lies in moving from merely assisting customerscan make or break their special day.to proactively managing the entire onboard experience. I nteraction with Crew and Staff: A senior deckhands This mastery starts with clear communication, the singlecommunicationskillsarenotlimitedtoguests.They most important quality for any crewmember. While it maymust provide clear and concise instructions to the crew, seem counterintuitive, being a great communicator has lit- particularly during safety drills, emergency preparedness, tle to do with talking. It begins with listening. By activelyand vessel maintenance. Medical issues, being the most listening to a customer, client, or crewmember, a seniorcommon type of onboard emergency, require calm, con-deckhand can fully grasp the issue at hand. This is notfident direction. Effective communication is also essen-about agreeing but about understanding. This empathy istial during post-cruise cleaning when a senior deckhand particularly vital when dealing with frustrated or confusedis responsible for the vessels condition. As with guests, passengers, for whom patience is an indispensable virtue. professionalismin both what is said and how it is saidprevents friction and maintains team morale.NAVIGATING DIVERSE INTERACTIONSCustomers, Clients, and Crew CONFIDENT COMMUNICATIONThe passenger vessel environment presents a variety of com- IN CRISIS AND CALMmunication challenges, each requiring a distinct approach. Whether speaking to a customer, a client, or a fellow crew-member, communicating with confidence is critical. This Interaction with the Customer: The customer is theinstills trust and ensures that commands are followed, par-lifeblood of the business. While deck crew may not beticularly in emergency situations. In a crisis, such as a mi-the initial reason for a booking, their interactions cannor incident, a clear, confident voice can prevent panic and Continued on page 64FOGHORN 4'