Customer Service

What is Customer Service?

Customer Service is knowledge
delivered with care to make life
easy for the Customer.
Do you know any other
Customer Care Jobs?
What are custormers’
usual complaints?
1. Lost Baggage 6. Cabin Cleanliness
2. Delay Flights 7. Refunds
3. Aircraft Seats 8. Fare Terms
4. Hidden Costs 9. Meals
5. Customer Service 10. Aircraft Change
Other most common
complaints…
What do customers usually say to express
discomfort?
“…this Company is totally ineficient…”
“…you have to do something right now…”
“…you don’t know anything, call the person in charge now…”
“…this is first class,…you can’t tell me what to do…”
“…I have paid more than that person!!! This is unfair…”
“…you eat with my money/ I pay your salary…”
“…this is not what I ordered!!! Pay more attention!!!...”
“…I don’t like this!!! It’s awful!!!...”
The L.A.S.T. method for the
Customer Service…
Listen-Apologize-Solve-Thank
 Expressions to show we Listen:
“I’m so sorry to hear about this, Mrs Brown…”
“I completely understand how you feel, Sir/Madam…”

∙ “I do understand the inconvenience you’ve faced, Sir/Madam…”

“if that happened to me, I would also be annoyed”
  I understand your situation.I realize this must be frustrating for you.
Polite questions to show we
Listen:
Could you tell me exactly what happened?
Could you explain a bit more…?
Do you mind if I just go over that again?
Recommendation:
Listen patiently. Listen attentively. Listen to what they have to say. Do not
be in a hurry to make excuses. Listen first.
Expressions to show we
Apologize:
Please accept my apologies for… 

Please accept my sincere and unreserved apology for any

inconvenience this has caused to you.

First of all, I’m so/ terribly sorry about that.

Please be assured that we are doing everything…

I regret the inconvenience we have caused

Expressions to show we
Apologize:
“I definitely missed your point about (………….X), and I
apologize for not reading your message closely enough.”

“We sincerely apologize for the disruption of your service, and

the difficulty it caused for your customers as well.”
Recommendation:
Apologize for what happened. Don’t take it personally.
It’s not likely something you did directly, but apologize anyway.
 Expressions to show we
Solve:
∙ “As a solution,”
∙ “May I suggest that…?”
∙ “What I’ll do right now is…”
∙ “May I arrange for an update call, at a time most
∙ convenient for you?”
 Expressions to show we
Solve:
∙ “I will action this for you right away…”
∙ “I recommend that you (insert action here), Sir/Madam,
∙ so that I can take further action without delay.”

“For the quickest resolution, I would request you to…”

“Let me see how I can fix this, Mrs Brown…”

Recommendation:
The next step is to actually solve the problem. No excuses. Listen.
Apologize. Then solve the problem, going the extra mile whenever possible.
Do the unexpected but permitted and possible to make customers satisfied.
 Expressions to show we
Thank:
∙ “We really do appreciate this feedback, Mrs Brown…”

“Thank you so much for letting us know about this, Sir/Madam…”

“Thank you. Thanks for taking the time to provide me with
this feedback.”

“Thank you for letting us know something we didn’t

realize could happen.
 Expressions to show we
Thank:
∙ “We really do appreciate this feedback, Mrs Brown…”

“Thank you so much for letting us know about this, Sir/Madam…”

“Thank you. Thanks for taking the time to provide me with
this feedback.”

“Thank you for letting us know something we didn’t

realize could happen.
Recommendation:
Thank them? Absolutely. If they bring something negative to our attention,
that is an opportunity for us to get better at serving them. That alone
deserves a “thank you!”
PAX: Excuse me, listen, I can’t sit here any longer. That group of people is making too much noise.
They are disturbing me and everyone around. If you can’t do anything about it, you’ll have to
find me another seat. I don’t want to sit here any longer.

FA: Hmm, yes, I understand. I can hear how noisy they are and I’m sorry they are disturbing you.
Have you spoken to them yourself?

Pax: Of course not. I don’t think they care about me or anyone else.

FA: Let me have a talk with them. If it doesn’t get better, then I’ll try to find you another seat, although
the plane is pretty full. What do you think about that?

PAX: Well, er … yes, OK. Thank you. That would be fine.

R: Good evening. This is Kathy at the help desk. How may I help you?
G: I would like to complain about the room temperature. The room’s unheated and it’s freezing here!
R: I’m really sorry about that Ma’am. May I know your name and from what room are you?
G: This is Victoria. I’m in Room 731.
R: I would like to apologize for the inconvenience it caused you Ma’am Victoria.
But we will send someone in your room immediately.
G: Make it soon because it’s so uncomfortable! It’s already late and I need to go to bed.
R: ASAP Ma’am. Rest assured this will not happen again.
G: Please make sure of that. I still have a night to spend here.
R: Yes ma’am. I’m very sorry again for the inconvenience. Is there anything else that I can assist you with?
G: No, that would be all. Thank you.
R: Okay Ma’am. Someone will be there any minute now. Please wait for a little while.
Thank you for calling. Goodbye!
G: Bye