More questions and answers from our readers. I encourage more to submit their questions either through the comments section or email me directly. Thanks again for those questions. Keep them coming!
Q: What are the expectations of an airline customer service representative?
A: Each airline company has its own culture and business model. By living and breathing their processes by getting ample training will show how a simple inquiry can make a big difference.
An airline agent should keep themselves updated on airline and weather news, able to up sell and close the deal on airline inquiries, know what the current promos are and having simple math skills. Great attention to detail especially when explaining the seat allocation on a plane is equally important as knowing how to handle calls when a customer loses their baggage. Don’t forget where your airline flies to, so a good grasp of geography, time zones and how long a flight would make you a success.
Most importantly, remember to distinguish who your caller is. A call from a businessman is different from someone who is flying for the first time. Imagine assisting a parent who calls in to book a flight for his son who might be travelling alone. Patience and assurance that they will be in good hands is key.
For additional reading, I found an article showing tips from an airline reservations agent. Here is yet another agent telling his story.
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Hai,friends i am working in a call centre [telemarketing outbound],i have learned a lot from it ,but my health condition goes on bad,but my brain is solid no doubt about that.There is still a lot to learn from this field .Its a blooming industry, there is a lot of offers for the people in call centres through out india.
Posted by: M.srivijayaraghavan | April 25, 2007 4:39 PM | Permalink to Comment