Kenocia Fernandes 244890
Unit 7: Customer service in the aviation industry
Rita Rosemont Hachani
CUSTOMER SERVICE IN THE AVIATION INDUSTRY
M2 Discuss how measuring provision contributes to
improving customer service.
Good customer experiences are of great significance. Customers are
the most important factor in this industry because airlines depend
on their customers – without customers, airlines would not exist!
Therefore, companies have to understand the people's needs and
wants in order to deliver unique experiences. By fulfilling the
customer’s need, the company can eventually increase its potential
customers/ passengers who may wish to travel with them in the
future.
It can also lead to the Increment in revenue of the company, can
also create an increment in the country’s GDP (company’s
contribution towards the country’s GDP).
It is very important to measure what customer are expecting from
the company. This is what helps to make profit. So, identifying
customer’s needs and expectations are the most important
responsibility for the company.
There are many ways to measure customers services such as:
Chat logs: it is generally carried out via online where any person
can ask about any queries they have. Company can provide some
employee to contact customers through online chat. It also helps the
company to identify about customer’s needs.
Conversations: Face-to-face conversation of the employees with
the customers (can include needs, information, complaints and
expectations). Having a conversation can build a rapport between
the employees and the passengers which can help the employees to
identify passenger’s needs and wants. Providing accurate
information politely can also help them to build a good reputation
and saves the time. Having confident, well qualified and well-trained
employees is a very important factor to run the aviation industry’s
business.
Reviews or social media comments: word of mouth is considered
to be the strongest method of communication. The words can
spread like fire, either it can make a company or break a company.
, Kenocia Fernandes 244890
Unit 7: Customer service in the aviation industry
Rita Rosemont Hachani
Customers often write about their experience after travelling on
social media. By reviewing their reviews company can improve.
Listening skills: the key factor to resolve any issues in the aviation
sector is to adapt the environment and react to it efficiently by
observing all the information (via listening, facial expressions,
gestures or reading). there are lots of customers with different
needs and expectation. To fulfil those needs and expectations
employees must listen to customers concerns first. Employees must
allow the customers to explain first about what they want. So,
listening skill is important here for the employees.
Surveys: a great way to get customers feedback are the surveys
carried out by the companies. It helps to identify about the sectors
of the work place which are needed for improvising and can help
monitoring the company’s rules, regulations and what is going well
in the environment. It also gives an average result about the likes or
dislikes of any services or changes. Company can also use survey
cards during flights. Basically they can distribute these cards to the
passengers during flight time. There must be questions about how
better they can do, what else they would like for next time. Then
they just can collect those cards before landing and then they can
identify the factors about customer’s feedbacks.
Behaviour analysis: the behaviour of the customers can
sometimes help the employees identify their needs or wants, there
can be sign or signals which company should pick.
For example: a disabled passenger who is aurally impaired may
need sign language or hand gestures (instruction cards). In this
situation customers with special needs are difficult to communicate
with. The employees must have a proper training to understand
their behaviours.
Monitoring calls: Call monitoring allows managers to identify
problems, maintain quality standards, improve the customer
experience, and improve agent, call centre and department
performance.
There are so many examples in aviation industry, when just because
of small reasons and incidents airlines were likely to lose their
customers for not solving the problem effectively. They need to find
Unit 7: Customer service in the aviation industry
Rita Rosemont Hachani
CUSTOMER SERVICE IN THE AVIATION INDUSTRY
M2 Discuss how measuring provision contributes to
improving customer service.
Good customer experiences are of great significance. Customers are
the most important factor in this industry because airlines depend
on their customers – without customers, airlines would not exist!
Therefore, companies have to understand the people's needs and
wants in order to deliver unique experiences. By fulfilling the
customer’s need, the company can eventually increase its potential
customers/ passengers who may wish to travel with them in the
future.
It can also lead to the Increment in revenue of the company, can
also create an increment in the country’s GDP (company’s
contribution towards the country’s GDP).
It is very important to measure what customer are expecting from
the company. This is what helps to make profit. So, identifying
customer’s needs and expectations are the most important
responsibility for the company.
There are many ways to measure customers services such as:
Chat logs: it is generally carried out via online where any person
can ask about any queries they have. Company can provide some
employee to contact customers through online chat. It also helps the
company to identify about customer’s needs.
Conversations: Face-to-face conversation of the employees with
the customers (can include needs, information, complaints and
expectations). Having a conversation can build a rapport between
the employees and the passengers which can help the employees to
identify passenger’s needs and wants. Providing accurate
information politely can also help them to build a good reputation
and saves the time. Having confident, well qualified and well-trained
employees is a very important factor to run the aviation industry’s
business.
Reviews or social media comments: word of mouth is considered
to be the strongest method of communication. The words can
spread like fire, either it can make a company or break a company.
, Kenocia Fernandes 244890
Unit 7: Customer service in the aviation industry
Rita Rosemont Hachani
Customers often write about their experience after travelling on
social media. By reviewing their reviews company can improve.
Listening skills: the key factor to resolve any issues in the aviation
sector is to adapt the environment and react to it efficiently by
observing all the information (via listening, facial expressions,
gestures or reading). there are lots of customers with different
needs and expectation. To fulfil those needs and expectations
employees must listen to customers concerns first. Employees must
allow the customers to explain first about what they want. So,
listening skill is important here for the employees.
Surveys: a great way to get customers feedback are the surveys
carried out by the companies. It helps to identify about the sectors
of the work place which are needed for improvising and can help
monitoring the company’s rules, regulations and what is going well
in the environment. It also gives an average result about the likes or
dislikes of any services or changes. Company can also use survey
cards during flights. Basically they can distribute these cards to the
passengers during flight time. There must be questions about how
better they can do, what else they would like for next time. Then
they just can collect those cards before landing and then they can
identify the factors about customer’s feedbacks.
Behaviour analysis: the behaviour of the customers can
sometimes help the employees identify their needs or wants, there
can be sign or signals which company should pick.
For example: a disabled passenger who is aurally impaired may
need sign language or hand gestures (instruction cards). In this
situation customers with special needs are difficult to communicate
with. The employees must have a proper training to understand
their behaviours.
Monitoring calls: Call monitoring allows managers to identify
problems, maintain quality standards, improve the customer
experience, and improve agent, call centre and department
performance.
There are so many examples in aviation industry, when just because
of small reasons and incidents airlines were likely to lose their
customers for not solving the problem effectively. They need to find
