Customer Service

Hello,
Write you answer to the two questions below. Organize in paragraphs.

1) What is customer service and how important is customer service in the aviation business?

Use examples of good and bad customer service. Discuss some of the best airlines in the world and the quality of services they provide for their customers.

2) Discuss three rules that you consider extremely important for good customer service.

Regards,
RV

5-star airlines

Hello,

Today we are going to find out which are the best airlines rated by Skytrax for 2010.

1) Go to the official site of Skytrax (the 1st link on the right), browse the main page and look up the airlines that received 5 star ranking for 2010.

2) List them in your post, find their airline code and their main hub. Comment whether you have travelled with any of them and what your impressions of their product and service are.

3) Customer Service is broken down into the following criteria:

Service Efficiency

Enthusiasm, Attitute

Interaction with Passengers

Cabin Presence through Flight

Responding to Requests

Language Skills

Consistency among Staff

Personilisation fo Service for Business Travellers

Problem Solving

What do you think these criteria mean? In your opinion, how important are they for a superior customer service?

4) How would you rate Qatar Airways Staff using this framework? Give stars (from 1 -very poor to 5 stars - excellent)

Kind regards,

RV

2nd Term Imagining Passenger Experiences

Hello,
Well-done to all students who have passed their exams!

Happy Birthday to Ali! We wish him success in his studies and in his Ielts this week. Enjoy your birthday, Ali!

This term will be discussing the different stages of the passenger processing. We start today with passenger experiences.

Tell us about a time you have travelled by air. Write about any problems you have had at any step of the process before the flight.

Regards,RV

Good Luck

GOOD LUCK ON YOUR EXAM!

Please, use the comments option to tell me what you thought of the exam.

Regards,
RV

mid-term exams

Dear students,

Thank you today for your presentations. They were informative and very useful. We'll have a look again at them on Sunday when we'll also select the best one and discuss each presentation individually and make suggestions.

Until then it's exam time. Just a reminder for the students in Level 5 Maths, your exam is shifted to Sunday next week. Most students know about this already, I guess it might be only Maha who doesn't know. If somebody has her number, could you please let her know about the change.

Good luck tomorrow on your IT exam and good luck on Wednesday on your AOM exam.

If you have any questions about the exam, post them here. Use the comments option to ask your questions.


See you tomorrow and check the blog for older posts.

Regards,RV

AOM exam

Hello,

Time to think of the coming week and the upcoming exam on Wednesday.It's a good idea to start reviewing the material (if you haven't started already). As you know the topics to consider are:

1) What is an airport and its main facilities?
2) Who are the airport's main customers and what are the support services for them?
3) Trends in the aviation business.
4) Layouts of airports - centralized and decentralized and how the design affects the operation of the airport.
5) Ground transportation.
6) Terminals, concourses, gates, runways, taxiways and aprons.

Check all the writings we have done, take notes, review the definitions.

Another important thing is to make sure that your presentation is ready for tomorrow so we have time to make suggestions before Monday when all students will have to make their presentations as part of the course requirement.

See you tomorrow.

Regards,
RV

South Aftica World Cup 2010

Dear Students,

After our disappointing trip to the airport this morning, this video clip is to remind us that the world is playing/watching/talking football for the next month. Hundreds of thousands of tourists are expected to visit South Africa and airports have been investing billions of dollars to boost up their infrastructure.

Check the Johannesburg airport website for further information:
http://www.acsa.co.za/home.asp?pid=228


This is the official song of the World Cup 2010 Waka Waka performed by Shakira.

Enjoy it. Have a nice weekend!

Regards,RV