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Blog Post: http://www.customer-service.com/blog/...

Hi, I am John Tschohl.

I'd like to talk about how we can implement the customer service strategy for airlines. I've had a chance to work with Ethiopian Airlines, the most profitable largest airline in Africa for the last several years. They understand the customer service strategy. If there is an industry that tends to fall apart that has more problems were the customer experience can be a disaster, I think it's in the airline business.

I spend a lot of time in the air, I put several hundred thousand miles on planes and here is the interesting thing is that whether you are checking in your luggage, whether you are doing a check in, whether you are picking up your luggage, whether you are at the gate, whether you are on the plane, the real question is do the employees know that they are in the customer service business. Do they understand the customer experience. Do they use my name.

I spend an average of five to ten thousand dollars on a plane ticket. Usually flying first class 3 times in the last 30 years and employ other than just using the cheat sheet has used my name 3 times and two of those times was the same employer. I mean this is incredible. It's impossible to fly without somebody knowing who you are because you got your name right on the ticket. People make an empowered decisions. Have we trained people to make faster empowered decisions. Do we understand the customer service experience when people ask me to check, to fasten my seat belt. Do they have a gigantic smile on the plane. Do they say, "Sir, can you help me out or Mr. Tschohl, could you do me a favor, can I get you to put your seat belt on. FAA requires your seat belt." Or do they say, "Sir, get your seat belt on and get it on now."

When I talk about the customer service strategy, are we in transportation or are we in airline. Are we in customer service or are we in transportation. There is a lot of competition out there and many people are not in love with their airlines. I believe that if you took every single person you got and develop them in their skills of customer service, from the flight attendant to the baggage people, to the check in people. Instead of teaching them security, let's teach them the art and the skills of customer service, so that every time on your airline somebody is there, they've experienced heaven instead of hell. Thank you.

Customer Service Strategy    • Customer Service Strategy  

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