A Practical Guide to Airline Customer Service. Colin C. Law

A Practical Guide to Airline Customer Service

A Practical Guide to Airline Customer Service - Colin C. Law

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of consumers have stopped doing business with a company after experiencing poor customer service.13

       Consumers are 2 times more likely to share their bad customer service experiences than they are talking about positive experiences.14

       A 5% increase customer in retention increases profits by up to 95%.15

       For every customer who bothers to complain, 26 other customers remain silent.16

       More than 70% of buying experiences are based on how customers feel they are being treated.17

      Majority of today’s airlines offer similar facilities on their flight. As such, they are competing with one another based on travel fare and the services offered. Excellent customer service is essential in securing customer repurchase intentions. Airlines use different strategies to turn satisfied customers to loyal customers so as to retain profitability.

      True or false?

      Are the following statements true or false? Put a tick in the right column.

Statement True False
1. Customers are satisfied when their expectations are met.
2. Service environment refers to the service landscape in which customers are in direct contact with airlines’ products.
3. Ambience refers to the social environment that influences customers’ perception of an airline.
4. Limited leg space between seats in an aircraft does not impact a customer’s level of satisfaction.
5. Deploying adequate service agents help to increase customers’ level of satisfaction.
6. Loyal customers make repeat purchases with an airline.
7. Today’s airlines are competing against one another based on customer service.
8. When customers are happy with an environment, they have a tendency to stay put longer in the same location.
9. Intangible customer service mainly focuses on service agents’ abilities and skills in providing services.
10. All customers are willing to pay more money for better services.

      Short-answer questions

      1 How is customer satisfaction created in the airline industry? Explain your answer in full sentences.

      2 What are the three elements make up the basics of minimum customer expectations?

      3 How does a first-time flyer judge the quality of an airline? Explain your answer in full sentences.

      4 What is customer service and why is it important to the airline industry? Explain your answer in full sentences.

      5 Identify and explain the differences between an internal and external customer.

      6 Write a list of the different characteristics of business and leisure customers.
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