Why is customer service important?
Customer service plays a large role in a Cabin Crew career. It’s required in almost every part of the job, as you will be constantly dealing with passengers. It will also be something that employers look for when recruiting new Cabin Crew members, so you need to be prepared to demonstrate how you could provide the airline with first-rate customer service.
It is highly likely that during an interview you will be asked to demonstrate your customer service skills. But what if you can’t think of any times when you’ve provided excellent customer service? Think back to any events at school or college, past jobs or even voluntary activity where you’ve had to go that extra mile to help someone out. You should write down a list of good examples that you’ve come up with, so when asked in an interview you can confidently list them off. To help structure your interview answers, we have a free Cabin Crew interview guide.
So, why do airlines look for potential employees who can provide them with this standard of customer service? Ultimately, the level of customer service passengers receive will reflect how passengers view the airline. A good standard of customer service will promote a positive image of the airline, and encourage the passenger to use the airline again and recommend it to a friend.
How you can improve your customer service
You may now be thinking about how you can improve your own customer service. While experience will help you develop your skills, there are a few tips you can use to help improve the level of customer service you provide.
1) First impressions
It is important that as Cabin Crew you create a good first impression of the airline you work for. This can be achieved by simply smiling and greeting passengers as they board the aircraft. Throughout the flight, you should continue to provide passengers with a friendly and professional demeanour, including your body language and non-verbal communication.
Sometimes you might need to do some service recovery because the fight is delayed or the passenger has had a negative experience whilst in the airport. Whilst these elements are probably out of your control, you still need to deliver excellent customer service!
When dealing with a customer you should always actively listen to what they are saying. This requires paying full attention to them and responding with any questions you may have to help aid your understanding and clarify what the passenger wants. This way, you will know exactly what the passenger is asking for and can help them to the best of your ability.
3) Know what you’re selling
Cabin Crew have to serve passengers throughout a flight, for example during the bar service or when selling duty-free. To help improve your selling technique, it is very useful to be familiar with the products you have on offer. This way if a customer has any questions you can explain what it is you are selling, and if applicable how they may benefit the customer.
This can help to build up sales on board and generate more income for the airline. Think about it. Would you be more likely to buy the perfume from the person who isn’t really sure what it smells like, or the crew member who can confidently describe it to you, saying whether they think you would like it or not?
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