As an airport manager, you want to provide the best possible experience for your passengers, staff, and stakeholders. But how do you ensure that your customer service policies reflect your airport's vision and values? Here are some tips to help you align your airport's culture and goals with your customer service standards.
Your vision and values are the core of your airport's identity and purpose. They communicate what you stand for, what you aspire to achieve, and how you want to interact with your customers and partners. To define your vision and values, you need to consult with your airport's board, management, staff, and other stakeholders. You also need to consider your airport's mission, strategic plan, and market position. Your vision and values should be clear, concise, and consistent.
Though not in the airline industry, I've observed a concerning decline in its customer relations. Surprisingly, airport customer service often feels worse than services at institutions like the DMV. An airport's vision should resonate with customer-centric policies, as this sets the tone for travelers' experiences. I believe there are dedicated professionals striving for better, but holistic reforms are crucial. It's more than addressing individual grievances—it's about redefining the overall customer journey. Aligning an airport's vision with truly customer-focused policies can rejuvenate the industry, offering a more harmonious travel experience.
I looked at the customers needs and aligned them (when possible) with our airlines policies and values. Sometimes what the customer asks for is not completely what they want so if you can satisfy some of the request and add a little bit extra that was unexpected. You can satisfy both the company and customer goals. Be creative!
Today in post pendamic Era there is need to have change management specially in the areas of performance Appraisal We have seen that during corona days when we were nearly closed in Aviation the process of implementation of artificial intelligence has accelerated Robotics needs to be introduced in number of disciplines
Given the state of aviation today, where delays cause chaos for several airlines. An empathic approach to airport development is required. In addition to providing night flights, it also makes sure that all passengers, regardless of the carrier, have access to airport services. Even the most basic necessities, like food and drinks, were unable to be found at the international airport, where I experienced a 6-hour wait due to all the stores being closed.
The customer experience, references the customer from coach, forward, as is indicated by various perks offered depending on which 'customer experience' you 'qualify for'. This having been said, those who have flown for some time have noticed a downgrading of what was offered in 1980's for instance, the drinks, the array of real food choices, the plane/lounge consortments, the absolute serenity of separation from the rest of the plane and hustle for 14 hours...what can be done to cause clients to relax on their journey with us making them want to return to the atmosphere we tailored as much to their needs as any airline could; friendliness, professionalism, well prepared personnel, attention to request, showing the pride of the company.
Once you have defined your vision and values, you need to communicate them to your airport's internal and external audiences. You can use various channels and methods, such as newsletters, posters, website, social media, training sessions, meetings, and events. You also need to ensure that your vision and values are visible and accessible throughout your airport, such as in your signage, branding, and customer service areas. You should also encourage feedback and dialogue from your customers and staff on how well you are living up to your vision and values.
Yes i agree Look there is great requirement to infuse values of honesty in Aviation sector specially HR in the matter of recruitment So many agents are mushrooming promising induction in Airlines See in TCS there was scandal and HR people were removed but it's not the solution .they earned bribes more then salary package and since its private sector doors of other sectors will be open for them The need is to recruit people who can have feeling of owning organisation
The hiring, training, and team-building processes at airports and airlines must no longer be rushed. When there are disruptive people, terrorists, etc., you expect the same personnel who work long hours for the very minimum to be the security barriers of the organization.
Feedback provided by customers is a valuable data that shouldn't be overlooked either negative or positive. This feedback tells alot about how well everyone in the team is engaged and how well your vision and values are showing up in the customers eyes.
Your customer service policies are the guidelines and procedures that govern how you deliver your services and handle customer issues. They should align with your vision and values, as well as with your customer expectations and needs. To align your customer service policies, you need to review and update them regularly, based on customer feedback, industry best practices, and regulatory requirements. You also need to train and empower your staff to implement them effectively and consistently. You should also monitor and measure your customer service performance and satisfaction, and reward and recognize your staff for their achievements.
Policy makers should spend time testing their regulations rather than assuming that their staff will obediently obey them. Gathering surveys and feedback is fairly simple, but if nothing is done with it, nothing will come of it. For improved policies and programs, airports should communicate and work together to exchange data.
Your customers and staff are the key stakeholders in your airport's customer service delivery. They can provide valuable insights, suggestions, and feedback on how to improve your customer service policies and practices. To involve your customers and staff, you need to create opportunities and platforms for them to share their opinions and experiences, such as surveys, focus groups, forums, and social media. You also need to listen and respond to their concerns and complaints, and show appreciation and gratitude for their loyalty and support. You should also involve them in your decision-making and planning processes, and seek their input and collaboration on your customer service initiatives and innovations.
When we were working with delays . We engaged the customers in fun games in the boarding gate area. We gave travel certificates, food vouchers and drink chits. That passed the time, created laughter and got us to the departure. I was especially effective with long delays and no irate passengers. I kept them updated snd calm. Was assigned to the San Francisco flights after the earthquakes that didn’t go for 4-5 days. Customers knew me by name. Everyday until we got them out of town. IAD-SFO
To start with it‘s important to identify your customer groups. From an Airports perspective you have several customers; airlines, passengers, ground handling agents, service providers in general (like restaurants or duty free shops) or cargo (which can have a very important role in some airports, especially in HUB Airports, as their revenue contribution can be a decision factor for some airlines operating specific routes). Interest of those ?customer groups“ might differ for certain subjects, thus it‘s important to allign those goals and targets. Last bit not least, every airport has its niche. Concentrate on those specialities and focus on the requirements from the population using the airport.
Aligning your airport's vision and values with your customer service policies is not a one-time task. It is an ongoing process that requires constant review and improvement. You need to keep track of your airport's performance and progress, and compare them with your vision and values. You also need to keep up with the changing customer needs and expectations, and adapt your customer service policies accordingly. You should also seek feedback and benchmarking from your peers and competitors, and learn from their successes and failures. You should also celebrate your achievements and milestones, and communicate them to your customers and staff.
I can say with my experience that inAviation we can not have readymade product in the market therefore we need to have robust orientation programmes . On the job training. blended training .and above all learning and perception should be given importance
Leadership is another consideration in aligning an airport's vision and values with customer service policies. Effective leadership that embodies the airport's values and vision sets a powerful example for employees. Leaders should actively promote and reinforce the importance of these values in daily operations, fostering a culture of excellence in customer service. This leadership-driven approach can further solidify the alignment of the airport's overarching goals with its customer service policies, ensuring a seamless and customer-focused experience.