Customer Service is the service that we provide to our customers before and after providing the service or selling goods. It is a core part of any origination as it reflects the company’s image and how they treat their customers.
Offering the best customer service creates an opportunity over your competition as good and responsive customer service is ideal for growing your business
We all know that Customer Service is a core part of the Airline Industry as this industry completely exists based on its customers Only.
“People will forget what you said, people will forget what you did, but
people will never forget how you made them feel”
Effects of bad customer service
- As aviation is a customer-oriented industry, if the airline did not focus on customer service, they would lose their customers as nowadays customers have alternate options to choose from.
- As we know bad reviews will spread faster than good reviews and one bad review will affect your sales.
- As airline reputation is important to attract customers. For example, if I want to go to Dubai from Delhi and I have an option of Emirates and Air India, I would choose Emirates as their reputation is better than Air India in terms of customer service.
What can airline do to improve their customer service?
1. As it will start from the First Step booking or inquiry a ticket:
When a customer is looking for a ticket, customer service roles start as when I am looking for a ticket for example from Delhi to Goa, I can book from the airline website or by calling Airline customer care.
If I talk about the website, it should be easy to use and its user interface should be convenient for customers and easy to book a ticket there. The website should be responsive as many websites are using bot chat which will help customers with frequent questions and their solution as delay in the website will result in loss of customers.
And if I will call airline customer care there should be less waiting time and also easy to connect to a customer representative who is having adequate knowledge to share the details such as fare with all taxes and also a convenient fee if applicable should be mentioned. Also, he should be an active listener to make the customer comfortable and assure all his queries are well responded to with a positive attitude
2. After Booking a Ticket
When a customer books a ticket, he/she should be updated by the airline in case there is any change/result in the flight. From my experience, I saw many times flight has been rescheduled by the Airline and there was no update given to the passenger which results in the customer unmet his original schedule resulting in a bad image of the airline.
3. During the Journey
The first point of interaction is the check-in counter their airline must be able to manage the queue and also staff seating there much be fast and responsive. Furthermore, assist first-time flyers after that when the person is going to seat inside the aircraft this process must be very smooth and comfortable. It is the responsivity of the cabin crew to take care of the passenger.
Aircraft must be sensitized and cleaned. All things should be in the right place as in my last flight from Bengaluru to Delhi, (I will not take airline name) the seat was very unity and also the headrest of the seat was broken. Coming back to the topic, the cabin crew must be very polite and active listeners with a positive attitude.
4. After Journey
After every Journey, the airline must send the feedback form and also call random passengers. That will give the passengers a feeling that is airline is working for their needs and they are welcoming their feedback.
