MOHAMMED RABEEB RIYAZ’s Post

Enhancing Customer Experience in the Airline Industry: The Power of Policy Clarity and Active Listening In the fast-paced world of airline customer service, conflicts can arise at any moment, especially during delays, cancellations, or other disruptions. To ensure a smooth customer experience and prevent conflicts from escalating, two key approaches stand out: policy clarity and active listening. 1. **Policy Clarity**: - A solid understanding of airline policies regarding ticketing, baggage, delays, and cancellations is crucial for frontline staff. - Transparent communication of policies to customers helps manage expectations and reduces misunderstandings. - Empowering employees with comprehensive training enables them to make informed decisions within the boundaries of airline regulations. 2. **Active Listening:** - Listening attentively to customers' concerns without interruption fosters trust and rapport. - Paraphrasing and summarizing customer issues demonstrate empathy and understanding. - Asking clarifying questions allows for a deeper understanding of customer needs and concerns. - Validating customers' emotions, even when immediate resolution isn't possible, acknowledges their experience and helps de-escalate conflicts. By combining policy clarity with active listening, airlines can elevate their customer service standards, mitigate conflicts, and ultimately enhance the overall travel experience for passengers. #CustomerService #AirlineIndustry #PolicyClarity #ActiveListening #CustomerExperience

Airport Customer Service Thoughts 💐💐💐💐💐💐💐💐💐💐💐💐💐💐 Customer service is the backbone of any industry, but it takes on a special significance in aviation. When people entrust their safety and comfort to an airline, the experience they have becomes paramount. A positive customer service experience can turn a routine flight into a memorable journey. It can foster loyalty, encourage word-of-mouth recommendations, and ultimately contribute to an airline's success. On the other hand, poor customer service can damage an airline's reputation, lead to social media backlash, and erode customer trust. In an industry where competition is fierce and margins are tight, exceptional customer service can be a powerful differentiator. It's not just about resolving issues promptly; it's about exceeding expectations, building relationships, and creating a sense of care and empathy. From the moment passengers book their flights to the time they disembark, every interaction matters. Whether it's a friendly check-in agent, a helpful flight attendant, or a responsive customer support team, each employee plays a crucial role in shaping the overall customer experience. Investing in customer service training, empowering employees to make decisions, and leveraging technology to enhance the passenger journey are essential steps towards building a customer-centric airline. #aviation #customerservice #airlineindustry #hospitality #travel

Here’s a look at the world’s top 20 airlines of 2024, ranked for their excellence in service, innovation, and overall performance. These airlines continue to set industry standards for safety, customer satisfaction, and operational efficiency. In an ever-changing aviation landscape, these carriers demonstrate what it takes to remain competitive and lead the way forward in the global travel industry. #AviationIndustry #TopAirlines2024 #AviationExcellence #CustomerExperience #AirlinePerformance #OperationalEfficiency #TravelInnovation #GlobalAviation #AviationLeadership #IndustryStandards #PassengerExperience #AviationTrends #TravelIndustry #AirlinesOfTheWorld #FutureOfAviation #AviationInsights #AviationTechnology #AirlineRankings #SafetyStandards #AviationSustainability #GlobalTravel

𝐃𝐚𝐲 14: 𝐓𝐡𝐞 𝐈𝐦𝐩𝐨𝐫𝐭𝐚𝐧𝐜𝐞 𝐨𝐟 𝐅𝐨𝐥𝐥𝐨𝐰-𝐔𝐩 𝐢𝐧 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 Effective customer service doesn’t end when an issue is resolved—it’s the follow-up that truly makes a difference. Following up with customers after resolving their problems shows them that their satisfaction matters beyond the immediate fix. It builds trust, demonstrates care, and fosters long-term loyalty, reinforcing the relationship between the customer and the business. A real-life example of this can be seen with JetBlue Airways. Known for its customer-centric approach, JetBlue consistently follows up with passengers after addressing issues like flight delays or cancellations. Whether it’s offering vouchers, providing updates on new flight schedules, or simply checking in to ensure customers’ satisfaction, JetBlue’s commitment to follow-up helps them stand out in the airline industry. This extra step has resulted in stronger customer relationships, with passengers feeling valued and appreciated. The key lesson here is that proactive follow-up is not just about solving a problem—it’s about showing customers that their experience is a priority. This simple act can turn a one-time issue into a positive, long-term connection. #CustomerService #FollowUp #CX #CustomerLoyalty #TrustBuilding #CustomerExperience #ServiceExcellence #CustomerSupport #ProactiveService #RelationshipBuilding

Meeting and Exceeding Customer Expectations in the Airline Industry Customer satisfaction is paramount in the airline industry, and it's achieved when passengers feel their journey was worth every penny. Here are the three core expectations every airline must meet: 1. Safety First - Safety is the top priority for airlines. Customers trust airlines that have impeccable safety records, which are easily accessible online. Factors like aircraft maintenance, security procedures, personnel training, and accident rates play a crucial role in building this trust. 2. Timeliness - Time is a significant factor for air travelers. Customers expect flights to depart and arrive on schedule. An airline’s on-time performance is a critical consideration for passengers when choosing their preferred carrier. 3. Price - Cost is a major determinant of customer satisfaction, especially for leisure travelers who are more price-sensitive. Airlines use yield management to offer varied pricing schemes, catering to different needs. Higher-priced tickets offer flexibility (e.g., date changes, refunds), while discounted tickets may come with restrictions. Beyond these basics, today’s travelers have higher expectations. They seek excellent service quality, proactive action, and genuine appreciation. Airlines must continuously strive to balance these expectations with the value provided. Let's keep prioritizing safety, efficiency, and value to ensure every journey exceeds customer expectations! #Aviation #CustomerSatisfaction #AirlineIndustry #Travel #Safety #Timeliness #Pricing

Navigating the Skies of Customer Service: A Call for Better Care 🌍 Lately, a lot of people have been using LinkedIn to air their grievances against airlines, hoping to get a response from the right people. While social media can be a powerful way to get noticed, it begs the question: Should airlines be relying on these public complaints to address issues, or is it time for a change? 📣 Is This the Best Approach? It seems like posting complaints online is becoming a go-to move for frustrated passengers who feel their concerns are falling on deaf ears. While these posts can definitely bring issues into the spotlight and get quick responses, they also highlight a bigger problem within the industry. ✈️ Why Not Focus on Better Customer Care? Airlines should be aiming to build better, more responsive customer service channels that tackle problems before they hit social media. By investing in training, using tech to streamline responses, and fostering a culture of transparency, airlines can make a real difference in passenger experiences. 👥 What Can Be Done? Better training for staff, smarter use of technology, and a genuine commitment to solving problems can all contribute to a better experience for travelers—without needing to take complaints public. What are your thoughts on this? How do you think airlines can improve their customer service? #Aviation #CustomerService #Airlines #PassengerExperience #LinkedInConversation

Scandinavian Airlines: The Turbulent Flight to 'Moments of Truth' In the early 1980s, Scandinavian Airlines (SAS) was in dire straits. Plagued by financial losses, declining customer satisfaction, and a demoralized workforce, the airline was on the brink of collapse. It was in this turbulent environment that Jan Carlzon, a charismatic leader with a vision for change, took the helm as CEO. Carlzon recognized that the airline's problems stemmed from a fundamental disconnect between the company and its customers. Employees were often indifferent, processes were inefficient, and customer service was lackluster. He understood that to turn SAS around, he needed to transform the entire organization into a customer-centric powerhouse. The Epiphany One day, while observing the hustle and bustle of the airport, Carlzon had an epiphany. He realized that every interaction a customer had with the airline, from booking a ticket to disembarking the plane, was an opportunity to make or break their impression of SAS. He called these crucial touchpoints "moments of truth." Carlzon calculated that SAS had approximately 50 million of these "moments of truth" each year, with each lasting an average of 15 seconds. He understood that if the airline could consistently deliver positive experiences during these brief encounters, it could win over customers and achieve long-term success. The Transformation Carlzon embarked on a bold mission to empower frontline employees to make decisions and take ownership of these "moments of truth." He flattened the organizational hierarchy, giving employees the authority to resolve customer issues on the spot. He invested heavily in training and development, instilling a culture of customer service excellence throughout the company. In one particularly emotional moment, Carlzon stood before his staff and said: "We have 50,000 moments of truth every single day. Each one is a moment when we can win or lose a customer. And each one of you has the power to make that difference." The results were remarkable. Employee morale soared, customer satisfaction improved dramatically, and SAS went from being a struggling airline to one of the most admired in the industry. The "moments of truth" philosophy became a cornerstone of the company's turnaround and a powerful management concept that continues to inspire businesses worldwide. The Legacy The "moments of truth" concept has had a profound impact on the way businesses view customer service. It highlights the importance of focusing on the customer experience at every touchpoint, no matter how small or seemingly insignificant. It emphasizes the power of empowering employees to make decisions and deliver exceptional service. The story of Scandinavian Airlines and Jan Carlzon is a testament to the transformative power of customer-centricity.

Most airlines have cut off the basic access to interacting with a human. Yet their products demand just that for a significant percentage of the interactions. A great piece by Mark on #CustomerService in #airlines. But - I think that the airlines are usually smoking their own BS. Airline customer service is as much of an oxymoron as #Airlineretailing. Part of the challenge is that the customers have accepted that the challenge before you even start the process is most consumers abandon all hope and just accept that there is none. Just consider Europe's largest single brand carrier. Basically it has no CS. #Chatbots are terrible. https://lnkd.in/gEnjTi2q. One of the reasons consumers prefer digital channels was the previous interaction channels were a terrible experience. But consider two factors. Point 1. Airlines don't care and don't need to care when the load factors are where they are. Point 2. The harm to brand value is completely ignored. Just food for thought and end of today's big #rant.