Scribd
Upload
26 views

Customer Service: Objectives

The document discusses how having a positive attitude and seeing one's role from the perspective of serving customers can help deliver great customer service. It tells a story about two workers breaking stones and how their different mindsets impacted their work. It also explains the concepts of 'Moment of Truth' and how customer interactions can shape perceptions, and encourages focusing interactions to create 'Moments of Magic' for customers.

Uploaded by

Rohan Saha
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
26 views

Customer Service: Objectives

The document discusses how having a positive attitude and seeing one's role from the perspective of serving customers can help deliver great customer service. It tells a story about two workers breaking stones and how their different mindsets impacted their work. It also explains the concepts of 'Moment of Truth' and how customer interactions can shape perceptions, and encourages focusing interactions to create 'Moments of Magic' for customers.

Uploaded by

Rohan Saha
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 10

Customer Service

Part 3

Objectives Let us start by jotting down what you


thing is your role as a Staff?
This module of customer service will talk about:

✔ How positive attitude


plays an important role
in providing great
customer service.

✔ Theory of “MOT”
1
The common answers to this question will be:
● Handling passenger queries Before we deep drive into what you think your
● Booking and modification in tickets role is in an organisation
● Passenger check-in
Let us have a look at a small story
● Baggage handling

● Accounting daily sales

Once upon a time…..


There was monk passing by river
Building a
wall He saw a man siting with a
hammer in his hands, breaking
stones

2
The monk What are you
The monk
asked…. doing my continued…. But
child? Why?

O Holy man, I Because I


The man The man
am breaking was told to
replied… stones replied… do this.

The monk gave his blessings The monk What are you
and moved further asked again…. doing my
child?
O Holy man, I
am breaking
The man stones
replied…

100 meters ahead he found another 3

man doing the same thing


The monk
continued…. But Now what was the difference in the two
Why? I am breaking scenarios?
stones right now
so that we can
The man make a temple out
of it
replied…

The 1st worker saw his role as to


It is……. ONLY BREAKING THE STONES

The we look at our role determines the attitude


towards our job

It is just a difference in the perspectives


4
Therefore he was just following the procedure
Whereas the 2nd worker saw his job as BUILDING When we add a human touch to our services,
A TEMPLE therefore he was able add a HUMAN passenger feels special and will definitely come
TOUCH to the service back to us again

Now let us revisit and revamp our role as staff


that we mentioned in the beginning with the
changed perspective that we have now

5
My Role My Role
„I make the experience of flying for the kids comfortable and
memorable‟
„I don‟t send customers on a
jouney but I consider them
as one of my friends who
is taking a journey, believing
that I can share their concern
and make them happy‟

My Role My Role
„I make bookings for a passenger fulfilling their dream of flying and
giving them the KEY (boarding pass) to the aircraft‟

„My resposibilty is to make


each and every passenger
reach their home, to their families
safe‟

6
Therefore, if you have such positive attitude and
approach towards your job
You will always be called a Now with this “WINNER ATTITUDE”
“WINNER” Your responsibility increases

You have to make sure that every interaction you


have with the passenger leaves a lasting
impression on them

Let us understand this more with the


Theory of “MOMENT OF TRUTH”
“ “Every interaction with the customer, whether on the
telephone or in person, which provides an opportunity
to him or her to form an opinion about the organization
is called”
„ Moment of Truth‟
” - Jan Carlzon

7
These interaction can make an impact on the Moments of Truth can be divided into 3 types
passenger which is either:
Experience below expectations = Moments of Misery
Experience as per expectations = Moments of Mediocrity

Good Neutral Bad Experience beyond expectations = Moments of Magic !!!

Remember, It is our responsibility to make every interaction


As Jan Carlzon says, with the passenger a
To negate the experience of
1 Moment of Misery, we will have to create “MOMENT OF MAGIC”
12 Moments of Magic

1 12
Let us see • ATO
what are the • PFO
main touch • Check-In
points where
• Boarding Hall
we can create
RAMP
Moments of
•

Magic? • In-Flight
• Arrivals

This is termed as the “CHAIN OF SERVICE” Remember our role is much bigger than we feel,
our small actions have a huge impact on the
passenger and the company
All of us play a role in this
Chain of Service

Lets make sure that


Moments of Truth that we
control become

Moments of Magic!!! 9
Thank you

10

You might also like