What are the most effective ways to train crews on building customer loyalty through exceptional service?

Customer loyalty is a key factor for any airline's success, especially in a competitive and uncertain market. But how can you train your crews to deliver exceptional service that builds trust, satisfaction, and repeat business? In this article, you will learn some of the most effective ways to equip your crews with the skills, knowledge, and attitude to create loyal customers through every interaction.

1 Understand your customers

The first step to train your crews on building customer loyalty is to help them understand who your customers are, what they expect, and what they value. You can use various tools and methods to collect and analyze customer data, such as surveys, feedback forms, loyalty programs, social media, and CRM systems. You can also create customer personas and segments to identify different needs, preferences, and behaviors. By sharing this information with your crews, you can help them tailor their service to each customer and exceed their expectations.

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Larissa Lacerda

Comércio Exterior | Hunter n' Closer | Importação | New Business Specialist
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Muitas vezes na gana de vender seu serviço ou produto, falamos ao invés de escutar! A sua fala deve ser organizada de forma que você possa escutar! Isto é, compreender a jornada do cliente, desde o primeiro contato. Seu lead conhece o mercado, mas o mercado não conhece seu lead! E esse será seu diferencial: conhece-lo

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2 Empower your crews

The second step to train your crews on building customer loyalty is to empower them to make decisions, solve problems, and handle complaints on the spot. You can do this by providing them with clear guidelines, policies, and procedures, as well as giving them the authority and resources to act in the best interest of the customer. You can also encourage them to use their creativity, initiative, and judgment to offer personalized solutions and gestures that delight the customer and show appreciation. By empowering your crews, you can help them create positive and memorable experiences that foster loyalty.

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Carol Rodriguez, MBA

Global CX & Ops Leader |Business Strategist| Lecturer| Mentor
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Empowering a customer-facing team is key to customer success. Trusting team members with the authority, autonomy, and easy access to resources to make quick decisions that put the customer's needs first leads to great brand experiences, generating customer loyalty and retention. Employees directly interacting with customers feel more valued and motivated to engage when they know they can do what it takes to make things right and customers happy, minimizing escalations and creating a positive customer and work culture.

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3 Communicate effectively

The third step to train your crews on building customer loyalty is to teach them how to communicate effectively with the customer, both verbally and non-verbally. You can do this by providing them with training on communication skills, such as active listening, empathy, rapport, clarity, tone, and body language. You can also coach them on how to use positive and courteous language, avoid jargon and slang, and adapt their communication style to different situations and cultures. By communicating effectively, you can help your crews establish trust, respect, and rapport with the customer.

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4 Anticipate and exceed needs

The fourth step to train your crews on building customer loyalty is to show them how to anticipate and exceed the customer's needs, both expressed and unexpressed. You can do this by providing them with training on customer service skills, such as attention to detail, proactivity, responsiveness, and flexibility. You can also instruct them on how to use their observation, intuition, and experience to identify opportunities to surprise and delight the customer with extra value and care. By anticipating and exceeding needs, you can help your crews demonstrate that they understand and care about the customer.

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Larissa Lacerda

Comércio Exterior | Hunter n' Closer | Importação | New Business Specialist
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O livro "as leis da natureza humana" nos ensina que não podemos, nem devemos ser reducionistas em nossas análises sobre nós e os outros. Após aprender sobre seu cliente, busque compreender as dores que ele ainda não consegue expressar! Analise constante do perfil do seu cliente é fundamental para o sucesso do cliente!

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5 Seek and act on feedback

The fifth step to train your crews on building customer loyalty is to encourage them to seek and act on feedback from the customer, both positive and negative. You can do this by providing them with tools and methods to collect and measure customer feedback, such as comment cards, online surveys, ratings, and reviews. You can also train them on how to respond to feedback, thank the customer for their input, apologize for any issues, and follow up with actions and improvements. By seeking and acting on feedback, you can help your crews show that they value and respect the customer's opinion and satisfaction.

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6 Reward and recognize loyalty

The sixth and final step to train your crews on building customer loyalty is to motivate them to reward and recognize the customer's loyalty, both formally and informally. You can do this by providing them with incentives and tools to enroll and retain customers in your loyalty program, such as points, miles, discounts, upgrades, and benefits. You can also teach them how to use informal ways to reward and recognize loyalty, such as personal notes, thank you cards, freebies, and referrals. By rewarding and recognizing loyalty, you can help your crews make the customer feel special, appreciated, and loyal.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the most effective ways to train crews on building customer loyalty through exceptional service?

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2

3

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1 Understand your customers

2 Empower your crews

3 Communicate effectively

4 Anticipate and exceed needs

5 Seek and act on feedback

6 Reward and recognize loyalty

7 Here’s what else to consider

Airline Management

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What are the most effective ways to train crews on building customer loyalty through exceptional service?

1

2

3

4

5

6

7

1 Understand your customers

2 Empower your crews

3 Communicate effectively

4 Anticipate and exceed needs

5 Seek and act on feedback

6 Reward and recognize loyalty

7 Here’s what else to consider

Airline Management

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