The airline industry is one that is constantly evolving to meet the needs of customers, respond to supply and demand issues, and work with partners around the world. Customer service is a big deal for airlines because they are the first line of contact when people try to reach someone in the company, book a flight, or attempt to speak to someone when something goes wrong along their journey. Here are four ways that airlines can enhance the customer service that they provide.
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1. Hire the Right People
Many airline operations, such as baggage handling and catering, happen mostly behind the scenes. However, customer service agents work in a very public-facing role representing their companies. This is why it is important for airline leaders to bring people on board who have a passion for working with others. Some ways to hire the right people for a particular industry include:
- Networking with others in the industry
- Placing employment opportunities in relevant publications
- Thinking about how someone fits within the overall team and work environment
- Recognizing what specific skills the company needs at the time
People are the most important asset in any industry, and the airline world is no different. Hiring can be time-consuming and costly, so managers should ensure that they make good decisions during each step of the hiring process.
2. Utilize Mobile Platforms
Despite how essential human interaction is when it comes to customer service, it is still imperative that companies use technology when and where they are able. For example, airlines can establish easy-to-use websites and mobile apps where customers can compare prices, book flights, and check the status of their reservations.
A rise in airline mobile marketing also makes it easier for companies to reach customers with items such as the information that matters most to them and deals that they are most likely to take advantage of. With the increase in mobile marketing comes the need for things such as increased mobile security and knowledge regarding the customer’s online experience. Webpage performance tracking, for instance, can assist businesses with meeting their goals while boosting consumer engagement. Hosting their webpage on a secure network frees marketing managers from worrying about rogue actors getting into their systems, which often host confidential customer information.
3. Keep Employees Informed
Once a company hires excellent employees, it is necessary to continue to train them and keep them up to date throughout their employment with the business. For example, a company should train customer service representatives on the latest technology and best practices relevant to their field. In airline customer service, some of these best practices might include:
- Knowing what is most important to passengers
- Understanding why customers choose one airline over another, similar brand
- Providing quick troubleshooting while still meeting the individual needs of each customer
In addition to giving employees the knowledge and skills they need to do their jobs, employee training shows workers that the company cares enough to invest in them, which reflects in the way workers care for their clients.
4. Check Out Competitors
Many airlines have a niche or something that they do better than their competitors. Few provide better prices than others, and few of them provide better quick services. However, it is still important for companies to check out their competitors and take a look at what they are doing as far as customer service. Fortunately, there are a few market intelligence tools such as flight data api (to find flight status, schedule, and pricing data of your competitors) and sentiment analysis tools (to find out what people are talking about them). Customer services managers should not copy each other, of course, but simply see what works for other companies and assess what they could do to improve their own company. At the end of the day, companies want consumers to choose them over their competitors, so it never hurts to see what those other companies are doing.
Customer service representatives are one of the most important aspects of any business. Fortunately, there are many ways that airlines can enhance the customer service they provide. Being aware of who is behind the help desk, using the latest technology, and having an idea of what the competition is doing can all help a company provide better customer service.
