Customer service in Avaition

sector
Importance of delivering effective customer service in the aviation industry
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Key elements of customer service provision

 first impressions
 company image
 speed of service, e.g. relating to queues
 consistency, e.g. service, information
 adhering to data protection legislation, e.g keeping the passenger manifest in a safe place,
only disclosing special requirements of the customer, such as dietary needs to those
authorised to have this information

customer service within the aviation industry

Customer service routine situations, for example:

 giving advice, e.g. transfer information, access information

 selling, e.g. product knowledge for on-board sales
 providing information, e.g. fl ight arrival and departure times, onward travel
 administrative tasks, e.g. at the gate, at the sales desk
 Customer service non-routine situations, for example:
 emergencies, e.g. accident, security incident
 problem solving, e.g. airport congestion, overbooking, missed fl ights, lost luggage
problem solving and handling awkward situations
e.g. taking ownership of situations, resolving
 problems (overbookings, cancelled fl ights, delays, airport congestion)
 dealing with complaints, e.g. empathising, listening, resolving
 dealing with confl ict, e.g. pre-empting confl ict situations, calming
 general skills, e.g. listening, patience, attitude, empathy, courtesy,
professionalism
 teamwork, e.g. motivation of self and team, adhering to systems, recognising
lines of authority,
 communication and roles
 cultural awareness
 anticipating customer needs, e.g. building customer profi les, appropriate
questioning