Kenocia Fernandes
244890
Unit 7 Customer Service in The Aviation Industry P2
Rita Rosemont-Hachani
Customer Service in the Aviation Industry
P2- Explain how customers form their
expectations of customer service in the aviation
industry.
Media influencers: reviews on social media sites such
as trip advisor.
Perceived standards: scheduled / low cost airlines.
Experience: It is harder and more expensive to win
back a customer than getting a good customer. (They
expect good customer service at their next visit.)
Customers have expectations especially in the airline
industry. This is despite customers expecting their
flight to be delayed most of the time. Instead of
misleading them with wrong information, they would
highly appreciate it if you just tell them the truth.
This type of action would lessen the chances of
having a snowball effect in the issues you face.
Although admitting mistakes as an entity is difficult,
putting the welfare of your customers at risk because
of you doesn’t sound so good. By managing
expectations, you can handle the issue in multiple
ways, and the last thing in the list should be at the
expense of your customer.
Cultural background: Based on religion customs as
allergies or special food requirements for the
disabled.
Expectations of a customer depends on the environment,
budget, purpose, background, and the type of aircraft. The
airport customers including the airline passengers, airport
visitors and employees working at the airport, all of whom are
potential customers for commercial ground transportation. The
customers may take transportation safety and security for
244890
Unit 7 Customer Service in The Aviation Industry P2
Rita Rosemont-Hachani
Customer Service in the Aviation Industry
P2- Explain how customers form their
expectations of customer service in the aviation
industry.
Media influencers: reviews on social media sites such
as trip advisor.
Perceived standards: scheduled / low cost airlines.
Experience: It is harder and more expensive to win
back a customer than getting a good customer. (They
expect good customer service at their next visit.)
Customers have expectations especially in the airline
industry. This is despite customers expecting their
flight to be delayed most of the time. Instead of
misleading them with wrong information, they would
highly appreciate it if you just tell them the truth.
This type of action would lessen the chances of
having a snowball effect in the issues you face.
Although admitting mistakes as an entity is difficult,
putting the welfare of your customers at risk because
of you doesn’t sound so good. By managing
expectations, you can handle the issue in multiple
ways, and the last thing in the list should be at the
expense of your customer.
Cultural background: Based on religion customs as
allergies or special food requirements for the
disabled.
Expectations of a customer depends on the environment,
budget, purpose, background, and the type of aircraft. The
airport customers including the airline passengers, airport
visitors and employees working at the airport, all of whom are
potential customers for commercial ground transportation. The
customers may take transportation safety and security for
