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P2 Explain how customers form their expectations of customer service in the aviation industry
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P2 Explain how customers form their expectations of customer service in the aviation industry
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Unit 7: Customer service………………………………………………… …………………………………………
………………………….
in the Aviation Industry
By Ilwaad Omar Sherif L3 Aviation Yr1
, P2: Explain how customers form their expectations of customer service in the
aviation industry
Delivering outstanding service would bring back the customer again by being
consistent. A great customer service will ensure good feedback. Customer
expect pleasant attitude while providing knowledgeable and resourcefully.
Valuing customers would build the company’s image/ reputation customers’
expectations comes under four aspects which are subjective, Due to media
influences, perceived standards, and pervious experiences. Therefore, it’s very
crucial to provide and deliver satisfying service.
Being subjective:
Customer experience has made the aviation industry very competitive, therefore
they all try to win every customer. British airways has said “… the perception of
performance that drives satisfaction and loyalty. Showing genuine sympathy
towards their customers will steer things towards better outcomes and make
things better for the customers if there was a problem.
Media Influence
Media has huge influence on customers on
what goes on in the aviation industry every
day whether it bad or good. Ever since
technology became known in the aviation
industry they have been trying to aiming for
people through media to capture their
attention. Now it has become essential tool
for the industry to make business through
apps like Facebook, Instagram also twitter.
Perceived standards:
The importance of performing outstanding
service with fast speed is vital to the industry while making sales. Perceived
standard refers to how fast the service is when it comes to customer service.
Previous experience
Customers that receive good first
experience will always come back to
their provider. Making sure
customers are satisfied after their
service they will spread positive
feedback and word of mouth plays it
role vice versa if they didn’t like the
service, they will tell their friends/
family how bad the company is and
this will spread faster than those
customers who have good things to
say.
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