Kenocia Fernandes 244890
Unit 7 Customer Service in the Aviation Industry
Rita Rosemont-Hachani
CUSTOMER SERVICE IN THE AVIATION INDUSTRY
P3 Explain the importance
of meeting aviation
customer needs.
P4 Discuss the
consequences on
commercial aviation
organisations of providing
ineffective customer
service.
P3 Explain the importance of meeting aviation
customer needs.
Creating a positive image of the company (organization) in customer’s
mind is the first and key step to convince them that you provide good
customer service. It can help to build good rapport between the staff
and the customers which can influence them to make repeat business
quiet often. Creating a positive image can also help to maintain high
standards of the organization which can easily build up self (leads to
company’s expansion) and company’s reputation. It can also increase
the revenue for the company with which the staff can enjoy perks and
can get promotion in their field of work. Being positive can make
someone more confident in life, it can give others confidence as well.
There is no harm to be positive, it can turn the impossible task to
possible, being positive can help you motivate self and others to
achieve their goals. Increment in the revenue of the company can also
create an increment in the country’s GDP (company’s contribution
towards the country’s GDP).
, Kenocia Fernandes 244890
Unit 7 Customer Service in the Aviation Industry
Rita Rosemont-Hachani
“Want” is someone’s desire (crave) for something. “Need” is a
requirement for something because it is essential or very
important rather than just desirable.
A customer’s want could be a diet coke (what they desire/ wish to
have). Whereas a customer’s need could be a gluten free meal (dietary
requirement, an essential part of their diet to maintain their health).
Airlines offer a range of services to meet the basic needs of passengers
for food and drink. The service which is offered depends on the length
of the flight, the cost of the ticket and the product which the airline
offers. A scheduled flight generally includes food within the price of the
ticket. The quality and quantity of the food depends on the duration of
the flight and travel class. For example: a budget airline operating a
short flight normally does not include any food or drinks in the ticket
price. Instead, a service for the foods and drinks is offered by the cabin
crew and passengers purchase their chosen items. By fulfilling the
customer’s need, the company can eventually increase its potential
customers/ passengers who may wish to travel with them in the future.
• The pros and cons of the importance of customer service are:
Pro Cons
Customer Loyalty Disloyalty to Customers
Promotes Positive Image Promotes Negative Image
Attracts New Customers Indispose New Customers
Improves Staff Morale Loss of Staff Morale
Ensuring Repeat Business Bad Business Reviews
Increase Revenue Loss of Revenue
Job Satisfaction Dissatisfaction of Job
Unit 7 Customer Service in the Aviation Industry
Rita Rosemont-Hachani
CUSTOMER SERVICE IN THE AVIATION INDUSTRY
P3 Explain the importance
of meeting aviation
customer needs.
P4 Discuss the
consequences on
commercial aviation
organisations of providing
ineffective customer
service.
P3 Explain the importance of meeting aviation
customer needs.
Creating a positive image of the company (organization) in customer’s
mind is the first and key step to convince them that you provide good
customer service. It can help to build good rapport between the staff
and the customers which can influence them to make repeat business
quiet often. Creating a positive image can also help to maintain high
standards of the organization which can easily build up self (leads to
company’s expansion) and company’s reputation. It can also increase
the revenue for the company with which the staff can enjoy perks and
can get promotion in their field of work. Being positive can make
someone more confident in life, it can give others confidence as well.
There is no harm to be positive, it can turn the impossible task to
possible, being positive can help you motivate self and others to
achieve their goals. Increment in the revenue of the company can also
create an increment in the country’s GDP (company’s contribution
towards the country’s GDP).
, Kenocia Fernandes 244890
Unit 7 Customer Service in the Aviation Industry
Rita Rosemont-Hachani
“Want” is someone’s desire (crave) for something. “Need” is a
requirement for something because it is essential or very
important rather than just desirable.
A customer’s want could be a diet coke (what they desire/ wish to
have). Whereas a customer’s need could be a gluten free meal (dietary
requirement, an essential part of their diet to maintain their health).
Airlines offer a range of services to meet the basic needs of passengers
for food and drink. The service which is offered depends on the length
of the flight, the cost of the ticket and the product which the airline
offers. A scheduled flight generally includes food within the price of the
ticket. The quality and quantity of the food depends on the duration of
the flight and travel class. For example: a budget airline operating a
short flight normally does not include any food or drinks in the ticket
price. Instead, a service for the foods and drinks is offered by the cabin
crew and passengers purchase their chosen items. By fulfilling the
customer’s need, the company can eventually increase its potential
customers/ passengers who may wish to travel with them in the future.
• The pros and cons of the importance of customer service are:
Pro Cons
Customer Loyalty Disloyalty to Customers
Promotes Positive Image Promotes Negative Image
Attracts New Customers Indispose New Customers
Improves Staff Morale Loss of Staff Morale
Ensuring Repeat Business Bad Business Reviews
Increase Revenue Loss of Revenue
Job Satisfaction Dissatisfaction of Job
