Module 3

Customer Retention is the key-word: not only for Cargo but for any service industry.

Airlines/Agents/Sub-agents need to be sensitive to the emotional needs of their customers.

With interesting role play exercises and hints on letter writing - this is an interactive model at all levels of hierarchy.

Module 3 would familiarize the colleagues with recognizing a complaint, its handling, its investigation processes and finally, most importantly, the communication with the customer.

Handling of verbal complaints, ability to read body language – through ROLE PLAYS.

Handling of complaints and acknowledging positive feedback.

Examples of regular complaints and service failures in the cargo industry will be discussed and communication through telephone, sales visits, emails and formal letters will be discussed and illustrated.

Introduction

  • What is a Complaint/Positive Feedback?
  • Differentiation between a Service Request, Complaint and a Claim
  • Is a verbal complaint to be treated as a formal complaint?
  • Is a verbal claim to be actioned as a formal claim?

Complaints - Not a nuisance value but an opportunity

  • The importance of customer retention vs. attracting new customers

Listen

  • Reiterate, Investigate, Initate internal corrective measures (if possible)

Role Play Exercises

  • To handle complaints, positive feedback and service requests

Letter Writing

With an emphasis on how to deflect conflict situations and aggressive customer complaints within the permissible limits of company regulations.

Discussions and communication techniques on how to handle complaints which cannot, through their inherent nature, be eradicated – yet the customer needs to be soothed.

View Module 1
View Module 2