A Practical Guide to Airline Customer Service From Airline Operations to Passenger Services 1st edition by Colin Law ISBN 1627346948 9781627346948
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ISBN 10: 1627346948
ISBN 13: 9781627346948
Author: Colin Law
A Practical Guide to Airline Customer Service is written for airline executives and undergraduate students who are preparing for a career in the airline service industry. Those working in similar functions and fields can also benefit from this book. This book primarily focuses on the importance of customer service in the airline industry. This includes basic airline operations and essential communication skills, and how airline service agents interact with passengers at every contact point of the travel process. It is a useful guide for anyone seeking a successful and rewarding career in the airline industry.
A Practical Guide to Airline Customer Service From Airline Operations to Passenger Services 1st Table of contents:
Chapter 1 – Introduction
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
Index
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Tags: Colin Law, Airline Customer, Airline Operations, Passenger Services