Skip to main content
6 answers
7
Updated 1674 views

Is customer support at an airline easier or harder than customer support in other industries?

I'm thinking about working in customer support, but I hear it's hard dealing with unhappy customers on the phone. Is it the same for airline customer support? Please tell me in what ways it can be harder or easier. This question was posted by a CareerVillage administrator on behalf of the students of CareerVillage. #airline-industry #customer-service #customer-relations #customer-support #customer-satisfaction

+25 Karma if successful
From: You
To: Friend
Subject: Career question for you

7

6 answers


2
Updated
Share a link to this answer
Share a link to this answer

Kim’s Answer

Customer Service is always challenging. However, every day you work you will encounter a really nice or interesting person, as well as someone who is a real jerk. It is your choice which one you choose to remember for the rest of the day.


When you work customer service, you ARE the company. The customer cannot actually find the person who caused their problems, so they take it out on you. You will learn certain skills, such as "Active listening." People who are upset want to be heard. So listen first, and then speak. And don't say what you CAN't do, you say what you CAN do. Sometimes you will coordinate things with other employees, or even other airlines, to help get the customer's problems resolved.


I personally would never work someplace where my calls are timed, such as in most call centers. I think it is easier working face to face with customers, because it is easier to pick up on body language, and, for you to use body language, to communicate.


I was an Airport Police Officer, and was frequently called to settle "irate customer" situations. The thing to keep in mind at the airport, is that many people find travelling to be stressful. (In fact, there are a lot of heart attacks associated with travelling!) So people are already edgy before things go wrong. Because we responded so quickly, the airlines employees often did things to provoke the customers, then called us. Some of the ones I remember:




  1. An airplane was fully loaded with customers, ready to go Dallas. Another airplane was supposed to be going to El Paso, but it had a mechanical problem. For logistical reasons, the airline decided to have all the people on the Dallas plane get off that plane, and use it to go to El Paso. AND, they told the passengers that was what they were doing. Not good.




  2. An airplane had a mechanical problem, and the airline had someone driving a replacement part from a city six hours away. They kept telling the passengers the plane would be leaving "in 45 minutes," so every 45 minutes, when the plane was not ready, the passengers kept getting unruly.




  3. An airplane was supposed to land in another city, but because of bad weather, came to our city instead. The union contract the employees were working under prohibited them from offloading the luggage for that flight!




Your job as customer service is to explain things and help the customers to resolve their problems. It's not an easy job, but, can be very rewarding. I think the only thing different about doing it at the airport is the level of stress many people already have. Airports are exciting places, and I really enjoyed working there. I hope you will someday experience that same excitement!


Hope this has helped in some way!

2
2
Updated
Share a link to this answer
Share a link to this answer

Mary’s Answer

Good question Allen B.

In my opinion, customer support (customer service) is a skill or skill-set that should not vary by industry. Simply put, there are core competencies that every customer support/service professional should posses and those competencies can be applies across industries.

Some of the core competencies that are essential in the customer support/service field are: patience (a calming presence or demeanor), tact, effective communication skills, analytical thinking, attention to detail, ability to handle ambiguous situations, persuasion skills and tenacity. There are a list of other competencies/skills that customer support/service professionals possess; but, you can see how the aforementioned skills can apply to customer support/service in each and every industry.

There may be a greater level of difficulty when working in a fast-paced industry that requires customer-facing customer support/service; but, the same competencies and skills would be necessary to be successful in such role(s).

Mary recommends the following next steps:

There are several articles online regarding the state of customer service in the airline industry. You may want to take a look at a few of the articles and preview some of the blogs relative to this topic and contrast it with articles about customer service in other industries. This may provide you with a better view of the various complexities by industry.
2
1
Updated
Share a link to this answer
Share a link to this answer

Amber’s Answer

Customer service is not for everyone. It takes a special skill and personality to be able to handle upset customers. That said, customer service is very rewarding, especially when you help someone who is very frustrated in whatever his/her situation is. Whenever you can turn a truly frustrated / irate customer and make them happy by the end of the call, makes you feel like you are on top of the world.

I imagine that it doesn't really matter which industry you are in when it comes to customer service, because you are dealing with upset customers. My husband has worked in a couple of different customer service industries and it always seemed about the same.
1
1
Updated
Share a link to this answer
Share a link to this answer

john’s Answer

I work in customer service in reservations for a car rental company. You will have to deal with unhappy customers sometimes. But most are wanting something from you. You are there to provide customer service to them and be nice and think of the company your representing. Maybe 1 out of 20 calls will be hard or have an unhappy customer. When you get one of those just be patient Listen to them don't interrupt. Most people want to be heard and want to vent. Which is ok. Just say I am sorry that happen to you. IF they want a manager. try to de escalate the call. Don't take anything personally. You will never talk to them again, just remember that. If you be patient, listen, be empathetic. Like if they got bad customer service, say. I am sorry that happened. I would hate if that happened to me. I hoped this helped.
Thank you comment icon Fantastic advice, John! Do you think airline reservations are pretty much the same as car rentals in this way? Sometimes it seems to me that customer service jobs have similar challenges regardless of the company. Alexandra, Admin
1
0
Updated
Share a link to this answer
Share a link to this answer

Benjamin’s Answer

The customer service itself is not a huge difference, but the customer set and their feelings are. There can be a lot of urgency, drama, etc because of the vast array of general public you can be dealing with, from biz travelers to folks flying home for a funeral, wedding etc.

Its important to know the rules and what can and can't be done for customers, but keep in mind the way you present this can be important for customers in time critical, dramatic issue situations.
0
0
Updated
Share a link to this answer
Share a link to this answer

David’s Answer

With any job where you have to interact with people whether on the phone or face to face. There will be times when you will have an unhappy customer. Here are a few things that may help with turning that unhappy customer around.

* Be sure to listen closely to what the customer is upset about. In many cases the customer is upset about something that is not working the way it should.
* Repeat back to the customer what you heard them say. This let's the customer know you understand them.
* Use a calm tone when speaking with the customer and relate to what they are frustrated about.
* Assure the customer that you will work to get the matter resolved. If you are not sure how to fix the problem. Let the customer know that and that you will locate someone that will get the matter corrected.
*Don't take it personal. Remember you are working to help the customer.
* Take ownership of the matter. Even if you are not sure on the resolution. The customer will appreciate you leading the effort to get the matter resolved.
* If you have to put the customer on hold. Ask permission and give them some idea of how long they might be on hold. Be sure to check back with the customer to let them know you are still looking into the matter if you feel they might be holding for a while.
* Use Please and Thank You. Those words go a long way with the customer.
* Try and put yourself in the customer's place. This way you can get a sense of empathy for matter (this goes back to relating to the customer's issue) .

If you work at being consistent with the mentioned suggestions. You can turn an unhappy customer into a fulfilled satisfied one.

Wishing you all the success! I'm sure the customers will enjoy interacting with you.
0