Course description
Like many other industries, the airline industry is a service industry. Unlike the manufacturing industry, the airline’s (service) product cannot be produced in advance nor be stored in a warehouse. Compared to other customer services such as restaurants or hotels, an airline’s service by nature is rather complex as the customer interacts with customer service staff from different teams in completely different situations (at the airport, in-flight, …) at different touchpoints during the customer journey.
In this course, we will walk through the whole customer journey step-by-step, learning about best practice examples and not-to-dos by following our friend Emily on her journey from Vilnius to London. By looking at every step of the passenger journey, customer service teams will understand the in-person and digital touchpoints. The aim of the course is for customer agents to better serve and assist all clients. Managers will have a better understanding of the whole journey and will be able to better map, plan and manage the whole customer journey.
Learning outcomes
At the end of this course, participants will/can:
- Understand the various steps and identify the most important customer touching points during the passenger’s journey;
- Learn about opportunities to offer excellent customer service and understand how to interact with the customer through face-to-face and digital touchpoints;
- Maximize revenue opportunities during the interaction with the customer: have the knowledge and ability to promote and sale ancillary products to customers;
- Ensure that customer service adds to the company’s corporate identity and brand value
Who should attend
- New customer service agents who want to understand the importance of excellence in customer service by best practice examples
- Customer service agents with experience in other industries than aviation who want to understand better the specific customer journey of an air passenger
- New junior customer service managers who want to refresh their knowledge about customer service excellence in aviation and build some background knowledge
- Business analysts who want to understand the 360° service picture of an air passenger journey
- Managers from other airline departments (revenue management, complaint management, sales and others) who want to learn more about customer touchpoints and sale opportunities
