3 Lessons In Customer Service From the Airline Industry

Posted by amabaie under Customer Service
From http://shanebarker.com 3750 days ago
Made Hot by: centrifugePR on January 19, 2014 1:56 pm

"In such a saturated industry, it is difficult for any airline to differentiate the customer experience. The planes themselves are virtually identical. The food, if it exists, is universally awful. Airport security is conducted by an entity over which the airlines have virtually no control. And virtually everyone who flies has a personal horror story."

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Comments

Written by AngelBiz
3748 days ago

Daniel - You hit upon the right point when you said - "stellar customer service comes down to how the business interacts with the customer on a personal level." It is all about how to handle those individual interactions that matters. This is where front line employees come into play. They can make or break your reputation with how they handle customer complaints and difficult situations.

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Written by lyceum
3748 days ago

Could you give examples of companies that have learned from the lessons? I would say: Virgin Air, Jet Blue, Ryanair and Norwegian. I look forward to the day when Zappos starts an airline... ;)

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