CUSTOMER SERVICE TRAINING
“If we don’t take care of our customers, someone else will. – Unknown”Providing excellent customer service is very important in the airline industry, just as in any other industry. The power of customer service can boost sales and retain customers for life. In a nutshell, good customer service is service that makes your customer feel special, service that makes him or her want to come back and do more business with the airline you are working for and also, recommend the same to his or her friends, relatives and acquaintances.
Most customers are price conscious. They will switch Airlines for a cheaper fare. This can be prevented to a large extent with superior customer service. Build a personal relationship with your customers and make it difficult for them to leave you. Never take a customer for granted. Be grateful that he has chosen you to do business with you and not a competitor. So, once you have the customer with you, do your best to keep him with you always. It can be done easily if you are able to deliver more than what he expects each time. Here are some of the essential skills that you should possess to provide excellent customer service.
• Good grooming • Good communication skills • Pleasing personality • Good social skills • Excellent product knowledge • Ability to handle technology • Good telephone manners • Ability to stay calm under pressure
Customer Service Skills is another important module in the Airline Passenger Services Diploma course.
