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Preface

A Practical Guide to Airline Customer Service is written for airline executives, university lecturers and undergraduate students who are preparing for jobs in the service industry related to airline operations. Professionals who are currently working at airports or hotels can benefit from this book through understanding the importance of customer services within the airline and the service industry. This book primarily focuses on the customer service aspects of airline services. These include basic operations, essential communication skills, and how airline staff should interact with passengers at every contact point of their travel process.

This book provides an insight to the theory of customer service skills and communication skills, as well as customer service techniques utilized at three main customer touchpoints: the reservation center, at the airport and in the aircraft cabin.

A Practical Guide to Airline Customer Service is designed to complement airline companies’ existing training programs. The key functions of this book are: 1) create students’ interest in a career in this field, 2) provide the critical technical knowledge to prepare students for quick assimilation of specific carrier and customer service skills, and 3) develop the essential mindset one needs in order to excel in this field of service.

The first four chapters of the book outline the theory of communication, background knowledge of customer service and customer care, the airline policy of consumer protection and customer behavior.

The first chapter discusses the importance of customer service in the airline industry and explains the changes in the industry of transportation industry and its effect on the customer service industry. Chapter 2 of the book looks into the theory of communication. Chapters 3 and 4 explain the theory and the guidelines of customer care as well as some techniques that service agents can use to interact with customers. Chapter 5 details consumer protection policies that regulate the airline industry, whilst chapter 6 explores the different types of customers and their unique characteristics.

The second section of the book focuses on the service techniques at different touchpoints where airline service staff interact with customers.

Chapter 7 looks into the working environment in a customer contact center. Chapter 8 describes the airport working environment and the various customer service touchpoints within an airport terminal building. Chapter 9 explains cabin crew’s responsibilities at different phases of a flight.

The last section of the book is divided into three different chapters, with the purpose of allowing readers to have a better understanding on how to handle customer complaints and methods used by management teams to evaluate existing customer service strategies, as well as contemporary customer services.

Chapter 10 provides advice on different approaches of handling customer complaints, dealing with angry customers and anger management issues. Chapter 11 looks into the various means of collecting feedback from the customers so as to improve service standards. The last chapter focuses on frontline employees’ selling techniques as well as changes in expectations of customer service within the industry.

A Practical Guide to Airline Customer Service seeks to encourage students to pursue an exciting career in the airline industry. It is also a tribute to all the diligent frontline employees in the airline industry.