Workers throughout the airline industry have a lot of responsibility thrust upon them. Airline pilots are tasked with the difficult job of flying planes around the world to help vacationers and business travellers reach their destinations. Engineers, mechanics, and other maintenance personnel have to keep planes functioning at peak efficiency in order to keep an airline functioning. Customer service representatives and flight attendants need to ensure the happiness of every customer in order to build a repeat client base and keep the loyal customers of an airline happy. While these faces of the airline industry need to be strong in customer service, pilots and other personnel also need to exhibit good customer service in their jobs.
Airline pilots are the most recognisable figures in the airline industry and, as such, they need to hone their customer service skills to keep passengers coming back for more. Pilots can do a number of things during their daily flights in order to keep their passengers happy. During flights, we have all experienced with interest the regular updates that pilots give as the flight goes on. These updates can include information about a historic or natural landmark, how long the flight will take, and any other information of interest to passengers. Airline pilots can give their insights into tourist locations or other points of interest in an effort to keep passengers informed. As well, pilots can let children into the flight deck before flight to see the control board and give them complimentary pilots wings.
Mechanics and maintenance personnel have little direct contact with the public but their customer service skills come in their commitment to the job. They may be able to assist the occasional passenger or traveller in the airport, but their technical skills offer a better service to passengers than their communication skills. Mechanics keep airliners safe and moving from airport to airport without incident, allowing passengers to worry more about their hotel reservations than the plane they are flying on. Maintenance personnel keep airports and aeroplanes clean, safe, and working efficiently for passengers from around the world.
Customer service can take different forms, as we have seen, but a commitment to exceeding job expectations is the essential aspect of good service. Airline pilots should not be content with simply flying their planes but providing some extra information to passengers. Customer service representatives and attendants need to step up their service to keep passengers happy. In the end, the livelihood of the airline industry depends on good customer service.