dealing with complaints
DESCRIPTION
Curso Auxiliar de Vuelo TCP Esatur FormaciónTRANSCRIPT
DEALING WITH COMPLAINTS
PASSENGER GRIEVANCES
EXERCISE
Why do airline passengers complain?
TOP 10 PASSENGER GRIEVANCES
1. Flight problems
Air travel is not always reliable.
Customers can often encounter flight
problems or cancellations, delays,
misconnections, or any other
deviations from schedule with or
without warning from the airline.
2. Baggage
Even if you make it to your
destination on time, there's always a
chance that your baggage won't.
Passengers complain about lost,
damaged or delayed luggage,
charges for excess baggage, carry-on
luggage problems, and difficulties
with airline claims procedures.
TOP 10 PASSENGER GRIEVANCES
3. Reservations, ticketing, and boarding
Getting your ticket right is an important
part of traveling by air. Airline mistakes
occur in the areas of reservations,
customers obtaining their tickets, and
passengers boarding the plane.
TOP 10 PASSENGER GRIEVANCES
4. Customer service
Unruly, rude, and unhelpful employees
can be a problem in any business - and
airlines are no exception, as evidenced
by the complaints about poor cabin
assistance and treatment of delayed
passengers. Passengers also complain
about poor airline food
TOP 10 PASSENGER GRIEVANCES
5. Refunds
What happens if you miss your flight or
want to switch to a different one?
Sometimes it's not so easy. People
often complain about obtaining a
proper refund from an airline for unused
or lost tickets or fare adjustments
TOP 10 PASSENGER GRIEVANCES
6. Disability
Despite the fact that some airlines
provide disability awareness training for
their employees, many people still
complain about issues related to
people with disabilities
TOP 10 PASSENGER GRIEVANCES
7. Oversales
It's a problem most people probably
don't worry about when they reserve
their tickets, but it seems that many air
passengers still have to deal with
overbooking on airplanes.
TOP 10 PASSENGER GRIEVANCES
8. Fares
Air travel can be expensive, and where
there are high prices, there are bound
to be complaints. Passengers complain
about incomplete information about
fares, discount fare conditions,
overcharges, and the cost of fares in
general.
TOP 10 PASSENGER GRIEVANCES
9. Other
There are countless "other" problems
that customers can come across when
traveling, such as problems with security
and bodily injury, but the most common
are complaints in the realm of frequent
flyer miles.
TOP 10 PASSENGER GRIEVANCES
10. Discrimination
Not including discrimination complaints
related to people with disabilities, there
are usually many other types of civil
rights complaints lodged against airlines.
TOP 10 PASSENGER GRIEVANCES
PASSENGER GRIEVANCES
EXERCISE
What shouldn´t you do if ever presented
with a passenger complaint?
PASSENGER GRIEVANCES
Ignore anybody
Sigh or Tut
Roll your Eyes
Discuss Passengers or
personal lives within Earshot
Blame Others
Argue
Get Angry
Turn your Back on a pax
Stay Calm
Apologise
Show Interest and empathy by listening
Clarify by repeating the Grievance
Acknowledge the Problem and walk away
Use the Passenger’s name
Suggest Solutions
Take Action & Follow Through
Thank the Passenger for the opportunity to help
Make a good will gesture
Listen to their feedback
PASSENGER GRIEVANCES
WHAT CUSTOMERS EXPECT FROM US
WHAT CUSTOMERS EXPECT FROM US
Talk/Acknowledge
Understand
Eye Contact
Be Sincere
Body Language
Tone of Voice
Look The Part
Listen
Smile
HOW AM I BEING PERCEIVED?
Am I Listening?
Am I acting Interested?
Is my Body Language right for the Occasion?
Is the Tone of my Voice correct for the Situation?
How is my Appearance?
THE POWER OF POSITIVE THINKING
Believe in Yourself
Learn From Others
Take Pride in your Work
Be Enthusiastic
Be Tolerant
Be Willing to Change
Co-operate with Others
Keep a Sense of Humour
EXCEPTIONAL CUSTOMER SERVICE
Exceptional
Customer Care
depends on you!