A Practical Guide to Airline Customer Service. Colin C. Law
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Название: A Practical Guide to Airline Customer Service
Автор: Colin C. Law
Издательство: Ingram
Жанр: Маркетинг, PR, реклама
isbn: 9781627346948
isbn:
A PRACTICAL GUIDE TO AIRLINE
CUSTOMER SERVICE
A PRACTICAL GUIDE TO AIRLINE
CUSTOMER SERVICE
From Airline Operations
to Passenger Services
Colin C. Law
Stamford International University
Hua Hin Campus
A Practical Guide to Airline Customer Service:
From Airline Operations to Passenger Services
Copyright © 2018 Colin C. Law
All rights reserved.
No part of this publication may be reproduced, distributed, or transmitted in any form or by any means, including photocopying, recording, or other electronic or mechanical methods, without the prior written permission of the publisher, except in the case of brief quotations embodied in critical reviews and certain other noncommercial uses permitted by copyright law.
BrownWalker Press/Universal Publishers, Inc.
Irvine • Boca Raton
USA • 2018
978-1-62734-693-1 (pbk.)
978-1-62734-694-8 (ebk.)
Edited by Doris Wai
Cover design by Ivan Popov
Typeset by Medlar Publishing Solutions Pvt Ltd, India
Publisher’s Cataloging-in-Publication Data
provided by Five Rainbows Cataloging Services
Name: Law, Colin C.
Title: A practical guide to airline customer service: from airline operations to passenger services/Colin C. Law.
Description: Irvine, CA: BrownWalker, 2018. | Includes bibliographical references.
Identifiers: LCCN 2017958088 | ISBN 978-1-62734-693-1 (pbk.)
| ISBN 978-1-62734-694-8 (ebook)
Subjects: LCSH: Airlines--Customer services. | Airlines--Management.
| Consumer satisfaction. | BISAC: BUSINESS & ECONOMICS/Customer Relations.
| BUSINESS & ECONOMICS/Industries/Hospitality, Travel & Tourism.
Classification: LCC HE9780 .L39 2018 (print) | LCC HE9780 (ebook) | DDC 387.7--dc23.
Table of Contents
Chapter 2 Theory of Communication
Chapter 3 The Basics of Customer Care
Chapter 4 Customer Care Guidelines
Chapter 5 Airline Customer Service Policies
Chapter 6 Understanding Customer Behavior
Chapter 7 The Airline Customer Contact Center
Chapter 8 Customer Service at the Airport
Chapter 9 In the Aircraft Cabin
Chapter 10 Handling Customer Complaints
Chapter 11 Evaluating Customer Service
Chapter 12 Selling Techniques and Contemporary Customer Service
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, СКАЧАТЬ