Customer Service
Third-Year Aviation Operation Management
Program
Prof. Azza Kheir Eldin
What is meant by customer
service?
• Customer service is the assistance
provided to customers before, during,
and after buying a product or service.
• There’s many different jobs.
• Customer service involves assisting
customers with their questions, concerns,
or problems.
A very easy thing to do when a customer has a problem is called the
LAST approach:
01 02 03 04
Listen to their problem Apologize Solve Thank
1. Listen
Find out what the problem is.
Show you are listening
If the person is rude, don’t get upset, don’t
take it personally, Be Polite
[ I really want to help you and I understand
you , Please calm down so I can help ].
2. Apologize
Say: I’m sorry you’ve had a bad
experience
Don’t take the blame.
3. Solve
Sometimes you have no idea how
to fix their problem.
So you get your manager in that
case, or your supervisor.
4. Thank
Thank your customer
Benefits for
Companies
• Sets the company’s brand apart
from competitors that offer
similar products or services.
• Higher revenue.
• When customers are happy,
employees tend to be as well.
Employee retention
• Happier customers are more
likely to continue doing
business with you.
Customer retention
Benefits for Customers
Customer Customers Customers
satisfaction are loyal are willing
and make to pay more
repeat money for a
buying product
Channels of customer Service
Some of the most common ways for customer channels are:
Pillars of Great
Customer Service
• Service leaders need to
master the art of great
customer service.
• The seven best practices will
help you to use the right
technology help your team
and meet ever changing
customer expectations.
The Seven best practices
1. Connect the service to your
customer relationship management
(CRM) system.
2. Offer support on every channel
3. Strike the perfect balance between
quality and speed.
4. Train Agents on Soft and Hard
skills.
5. Act as one team.
6. Turn the customer into a revenue
driver.
7. Change up how you measure
success.
Connect customer
service to the broader
organization
• Customers want continuity -
not being redirected to a
different team or having to
repeat information.
• Connecting customer service
to your CRM helps when a
customer reaches out; the
agent has all the relevant data
on a single screen, so they
know how to help.
Offer support in
every channel
• Today, voice is as much a digital
channel as email or webchat.
• The Key is to connect the cloud
telephone with your CRM.
• AI (Artificial Intelligence)
transcribes the encounter in real-
time
• This way, agents stay focused on
the customer.
• Mobile options offer
asynchronous
communications.
• Customers and agents
can access a log of past
interactions and keep
conversations going over
an extended period.
Social Media
• Integrate marketing and
customer service data to
provide both teams with a
unified view of the
customer.
• This will help them
determine the most
effective next steps to
resolve customer
problems or complaints.
To be continued