The Importance Of Customer Service In The Airline Industry

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It is safe to say that customer service is one of the biggest factors when comes to increasing revenue of a company, and consumers rate customer services as the most important factor when they decide to do business with a company. When a customers experience good service that is something that leaves a lasting positive image of your company to them, and the same can be said for bad customer experience. There is saying that bad news travels faster than good news, and that is true in the customer service department because news of bad customer service reaches more than twice as many ears as good customer service. It is a fact that when a customer is not satisfied they get angry, and having a good and successful business can be based on your capability …show more content…
Research has showed that there is a positive link between high customer satisfaction from customer service and customers’ loyalty. Companies doing research on how to increase their profits should definitely look closely at this, because investing in your customer service department will definitely give positive results. Anyone who puts themselves in the position of a customer would want to be done with a transition feeling that have been helped appropriately and the company went above and beyond. This in return help market the company through word of mouth, and also increases the return of satisfied customers. “According to S. Shaw (2007), more domestic passengers are satisfied with the quality of service, the more domestic passengers would a become loyalty to a particu- lar airline brand. Therefore, airline industry should work on improving their stan- dards of service quality in order to gain reputation and increase the overall level of sa- tis faction”( Wongleedee, 2016, …show more content…
The research pointed out the importance of improving the customer service, but didn’t talk about the most effective ways of educating the employees. Finding the most efficient way to educate the employees to achieve near excellent customer service is important. Research should also point out areas in customer service that were lacking, the passengers of Thai should say exactly where they felt that customer service fell short, and in that say the industry could focus on the areas that needs most

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