Kenocia Fernandes
244890
Unit 7 (P1): Effective Customer Service in the Aviation Industry.
Rita Rosemont-Hachani
Effective Customer Service in The Aviation
P1- Outline the key elements that contribute to effective
customer service in the aviation industry.
Learning outcome is to understand the importance of delivering
effective customer service in the aviation industry.
Customer service is
The key elements that contribute to effective customer service in
the aviation industry are:
First impressions
Experience
Speed of service
Consistency
Meeting and exceeding customer expectations
Adhering to data protection legislation
Products and Services offered to customers
, Kenocia Fernandes
244890
Unit 7 (P1): Effective Customer Service in the Aviation Industry.
Rita Rosemont-Hachani
First expressions: First impressions are very important as it
represents the company which shows that the company is
professional and confident in a working environment and shows
what the company means to you as an associate of the company.
It represents how you are as a person and approaches customers
when in need.
Presenting positive
body language like
making eye contact,
presenting good
communication skills,
having patience with
the customers
queries and needs
and taking
responsibilities, being
professional and
having a positive attitude are very much important to provide
good service. Negative body language one should avoid are
staring which could make the customer feel awkward, talking
rudely, being impatient, rubbing your nose or yawning or arching
your back and being irresponsible could bring the company’s
image down and will not attract customers.
One of the most important parts of good customer service is eye
contact, even though this might seem obvious, it is something
that is often overlooked. A costumer might hear all the right
things, for instance, but they might not receive eye contact. It is
important to make the customer feel that you care about them
and that you are interested to resolve their problems for example
when a customer is talking to you should always maintain a good
eye contact rather than looking down.
Meeting customer needs is another key element to provide
customer service. Do not let the customers wait for long time as
244890
Unit 7 (P1): Effective Customer Service in the Aviation Industry.
Rita Rosemont-Hachani
Effective Customer Service in The Aviation
P1- Outline the key elements that contribute to effective
customer service in the aviation industry.
Learning outcome is to understand the importance of delivering
effective customer service in the aviation industry.
Customer service is
The key elements that contribute to effective customer service in
the aviation industry are:
First impressions
Experience
Speed of service
Consistency
Meeting and exceeding customer expectations
Adhering to data protection legislation
Products and Services offered to customers
, Kenocia Fernandes
244890
Unit 7 (P1): Effective Customer Service in the Aviation Industry.
Rita Rosemont-Hachani
First expressions: First impressions are very important as it
represents the company which shows that the company is
professional and confident in a working environment and shows
what the company means to you as an associate of the company.
It represents how you are as a person and approaches customers
when in need.
Presenting positive
body language like
making eye contact,
presenting good
communication skills,
having patience with
the customers
queries and needs
and taking
responsibilities, being
professional and
having a positive attitude are very much important to provide
good service. Negative body language one should avoid are
staring which could make the customer feel awkward, talking
rudely, being impatient, rubbing your nose or yawning or arching
your back and being irresponsible could bring the company’s
image down and will not attract customers.
One of the most important parts of good customer service is eye
contact, even though this might seem obvious, it is something
that is often overlooked. A costumer might hear all the right
things, for instance, but they might not receive eye contact. It is
important to make the customer feel that you care about them
and that you are interested to resolve their problems for example
when a customer is talking to you should always maintain a good
eye contact rather than looking down.
Meeting customer needs is another key element to provide
customer service. Do not let the customers wait for long time as
