The Law Firm Management Academy’s Post

In the aviation industry, delivering superior customer service is crucial. We're thrilled to share the success story of our collaboration with Wizz Air, a leading airline, aimed at enhancing their customer support 🤩 Our challenge was to provide quicker and more efficient multilingual support, reducing wait times and elevating service quality. Given the seasonal nature of the airline industry, we also needed to swiftly scale our team up or down, ensuring our services remained cost-effective and responsive to fluctuating demands. 💡 Quick wins: ✔️ Rapid team scaling to match seasonal demands, ensuring budget efficiency. ✔️ Significant reduction in customer wait times, improving overall service quality. ✔️ Adapted to the unique challenges of the airline industry, maintaining high customer satisfaction. 🔗 Want to learn more? Dive into the full case study: https://lnkd.in/dzFj768T #customerservice #customersupport #casestudy #customerexperience

Top-performing airlines are setting themselves apart with friendly staff. According to the J.D. Power 2024 North America Airline Satisfaction Study, big investments made by airlines in staff training and enhancing overall flight experience through friendly, attentive service have led to improvements in customer satisfaction—despite the endless crowds, stuffed overhead bins and expensive fairs. 🔑 Key findings: - Although airline ticket prices have surged following the pandemic lull in air travel, the primary drivers of overall airline customer satisfaction remain the ease of travel and trust. - Passengers' satisfaction levels for trust dip substantially (400 points on a 1,000-point scale) if they encounter negative news coverage about an airline's performance. 👉 Learn more from the press release: https://hubs.la/Q02wrfsp0 #Airlines #Travel #AirlineInsights #CustomerSatisfaction #TravelInsights

It's worth sharing that Airlines charging for pre-seat booking should also prioritize customer communication. If a pre-booked seat isn't available, customers deserve advance notice. The attitude of customer service staff in such situations is crucial: - Check-in staff refusing alternate seating options without empathy. - Sales personnel directing complaints to email, telling airline is a commercial organisation and has to change aircraft due to low load in the flight,simply dismissing concerns. - District manager inaccessible, highlighting poor customer service. -Put an email to get a refund with all necessary proofs. Airblue #Airblue #patheticservice

✈️ SpiceJet Limited **Frustrated with Airline Delays and Poor Customer Service** I've recently had several experiences where flights were delayed by 2-3 hours, and to add to the frustration, the airline representatives were not well-trained to handle the situation. While I understand that delays can happen, the way these issues are managed makes all the difference. As a part of the service industry, airlines should prioritize customer satisfaction and be prepared to offer compensation or solutions rather than a simple "we can't do anything." It's disappointing to see such a lack of empathy and logical communication from staff. It's high time airlines invest in better training for their representatives and adopt a more customer-centric approach. A little bit of understanding and proactivity can go a long way in turning a negative experience into a manageable one. SpiceJet Limited #CustomerService #spicejetAirlineDelays #ServiceIndustry #TravelWoes #BetterServiceNeeded

Top-performing airlines are setting themselves apart with friendly staff. According to the J.D. Power 2024 North America Airline Satisfaction Study, big investments made by airlines in staff training and enhancing overall flight experience through friendly, attentive service have led to improvements in customer satisfaction—despite the endless crowds, stuffed overhead bins and expensive fairs. 🔑 Key findings: - Although airline ticket prices have surged following the pandemic lull in air travel, the primary drivers of overall airline customer satisfaction remain the ease of travel and trust. - Passengers' satisfaction levels for trust dip substantially (400 points on a 1,000-point scale) if they encounter negative news coverage about an airline's performance. 👉 Learn more from the press release: https://hubs.la/Q02wrfth0 #Airlines #Travel #AirlineInsights #CustomerSatisfaction #TravelInsights

Two customer service experiences yesterday that demonstrate how you react during the situation has a lot to do with the level of negativity your clients will express. My travel day yesterday included two separate instances of waiting on a plane during a very long delay. In both cases, the airline app clearly showed that we departed on time (me looking out the window refuted that claim). While the delays have some similarities, how the flight crew responded during the action was dramatically different. In the first delay, we heard nothing from the crew. We had no idea what was happening, the cause of the delay, when it would end, etc... In the second, the pilot gave us very specific updates every 10 minutes. He carefully explained what he knew, what he did not know, expectation for a resolution, etc... Not only my own feelings, but in the general tone of the people around me, the pilot actually telling us what was happening (even telling us he did not know when it would end), did amazing work to keep us as positive as possible. Maybe I am stating the obvious, and as Delta airlines passengers can attest, an organization having an issue is one thing. However, how they deal with it and how they treat the impacted customers is often the difference between a relationship bump in the road and a lost customer. #CustomerService #Communication #ClientSatisfaction #Transparency #DeltaAirlines

The results of the J.D. Power 2024 North America Airline Satisfaction Study are set to be published on May 8. This study offers critical insights into passenger satisfaction across major North American airlines, encompassing both business and leisure travelers. It evaluates the complete air travel experience—from booking to baggage claim—based on passengers' recent flight experiences. Understanding the nuances of media coverage can significantly affect your airline's perception. Don't overlook the importance of staying informed about how your airline compares in terms of customer satisfaction. Mark your calendars to explore the study to gain a comprehensive understanding of passenger feedback and how it influences your airline's standing in the industry: https://hubs.la/Q02rlXpK0 #Airlines #CustomerSatisfaction #AirTravel

As a customer experience leader, I continue to witness the disregard that airlines have towards their customers. Today, at the gate, 10 minutes before departure, I was informed that my flight was delayed by 90 minutes. When attempting to rebook my connection, I was told to exit security and go back to the counter. Despite the presence of two staff members, they mentioned they were only there to ensure flights were boarded, not to rebook flights. When I asked to reconsider that answer they asked for my boarding pass. They saw my status and half hearted started to help me. Isn't there a standard level of customer service that should be upheld for all passengers? Should assistance be based on status rather than a basic level of care for all customers? #CustomerExperience #Airlines #PassengerExperience

The results of the J.D. Power 2024 North America Airline Satisfaction Study are set to be published on May 8. This study offers critical insights into passenger satisfaction across major North American airlines, encompassing both business and leisure travelers. It evaluates the complete air travel experience—from booking to baggage claim—based on passengers' recent flight experiences. Understanding the nuances of media coverage can significantly affect your airline's perception. Don't overlook the importance of staying informed about how your airline compares in terms of customer satisfaction. Mark your calendars to explore the study to gain a comprehensive understanding of passenger feedback and how it influences your airline's standing in the industry: https://hubs.la/Q02rlTl90 #Airlines #CustomerSatisfaction #AirTravel

In my operations class, I talk a lot about the advantages of open seating that Southwest Airlines has used to board passengers. It makes a lot of operational sense because it keeps the turnaround times to a minimum, increasing the utilization of their key resource (planes). Of course, it does increase passenger anxiety because they are asked to make a split-second decision of choosing their seats. They announced that they will not be following this process in the future. While the details of the new process is not completely known, it will be interesting to see how this will impact their turnaround times, on-time departure record, and customer satisfaction. https://lnkd.in/eptNQPfJ