Wie können Flughafenmitarbeiter Schulungsprogramme für den Kundenservice auf der Grundlage ihrer Rollen und Verantwortlichkeiten anpassen? (2024)

Airport staff can customize customer service training programs based on their specific roles and responsibilities by tailoring the training content to focus on the types of customer interactions and scenarios they are most likely to encounter in their day-to-day work. By aligning the training with the practical realities of each position, airports can ensure staff have the specialized knowledge to provide an optimal customer experience while also operating efficiently and securely.

Übersetzt

Humans are the best at acquiring data, when a stakeholder at a company can describe their experience it comes across more genuine and affords sincere discussion about understanding and fit for that individual

Übersetzt

(bearbeitet)

The thing that sets a lot of passengers apart is the fact they can get information while standing in line. When I first started in the airline industry the goal was to do away with the ticket counter, have limited interaction with airline staff. Most things can be done on line these days. The boarding passes are printed at home or on the phone. The customer service is more at the gate.From working all the positions of above the wing and below the wing the real customer interaction is when something goes wrong. Most people don’t understand crew schedule, time out because you have too many flight hours or weather delays when it’s sunny at the airport. The system is all connected and the more claim and knowledge you have to offer is key.

Übersetzt

- Job-specific Modules:Tailor training modules to directly address the skills and knowledge pertinent to each specific job role within the airport staff.- Role-based Simulations: Develop simulations or practical exercises that mirror the challenges and tasks unique to each job role, allowing staff to practice.- Custom Learning Paths:Create customizable learning paths where staff can access modules relevant to their job roles, enabling them to focus on areas directly related to their responsibilities.- On-the-Job Training:Implement on-the-job training that allows staff to shadow or work with experienced colleagues.- Job Role Assessments: Conduct assessments that evaluate understanding and competency in role-specific tasks,

Übersetzt

initial training should cover all aspects of interacting with customers in a polite, respectful, caring manner that considers unique needs of different travellers. It should emphasize the benefits of skilled customer service to the traveller, the airline and the airport as a whole. Then, it is time for practice differentiated by role. Utilize a wide variety of common and unusual scenarios specific to the individual's work role differentiate the training appropriately. Discuss and practice generalizing to similar situations as well as adapting to very unusual situations. Working with and continuing to learn from staff more experienced in that role can avoid later problems.

Übersetzt

First and foremost, airlines and airports should bring airport staff to train airport staff. It is that simple. I have seen multiple occasions when airport services training was delivered by so-called "training partners" who were "focusing" on service objectives yet were completely clueless of what's actually required. Some airlines use their own SMEs but these people tend to spend more time at their offices than behind the counters. A junior staff, such as check-in agent at times can bring better perspective and clarity about what customers really need than a board of directors formulating service standards from the top.

Übersetzt

It's also important to incent your staff around these metrics on a regular basis to ensure consistency and continuity with every employee. Taking care of both experiences in this circ*mstance is hugely important. If you don't take care of your employees they will not take care of your clients

Übersetzt

It's important to consider different learning styles and make for accommodations to ensure all folks feel supported. The training should be participatory, not death by PowerPoint. It should include open discussion and hearing from a client who can tell them what's important to them when they travel.

Übersetzt

People have different learning styles. It is important to incorporate the necessary information into all the different learning styles. Allow individuals to choose the style that is best for them to learn so that this can be useful on the job. If a person learns better by watching video simulations and taking their own notes, this will help them when they are faced with a similar situation on the job.

Übersetzt

Evaluation is one of the most important steps. One of the things this article doesn't stress enough is that evaluations are important throughout the entire process, not just at the end for outcome assessment. In order to understand the audience's needs, the right implementation strategy, and the most effective training platform/method, gathering necessary data throughout the design and development process is crucial. Pushing evaluations to the final step can sometimes be ineffective, causing costly consequences.

Übersetzt

(bearbeitet)

It is very important to ensure that someone is in place to make sure that everyone is consistent with recent changes. Employees tend to fall back into their old ways of doing things, and this can have a huge impact on your agency's customer service systems. To remove the gaps and put effortless systems in place, you must always listen to your internal and external customer's voices.

Übersetzt

Estas 4 etapas en la Capacitacion de Pesonal de primera linea es fundamental: Entrenamiento, Coaching, Supervision, Medicion de Resultados.La tendencia de muchas compañias para ahorrar costos, es enviar a ese personal pobremente entrenado, confiando solo en Plataformas de entrenamiento digital, en personas que la mayoria de las veces nunca han trabajado en Aviacion Comercial y les costara entender conceptos y regulationes. Con poca seguridad de procesos, salen a atender una variedad de casos, culturas, personas, situaciones que acompañan a esos clientes y muchas veces no tienen tampoco alguien a quien consultar (que este dispuesto y receptivo a responderle sus dudas y aclararle sus errores).

Übersetzt

Always be checking to ensure your training materials are current, relevant and inclusive. Trainers should be engaged and are the first real ambassadors to the company. Regular check-ins with the team are important and listening to feedback from them helps to better understand how the training is being received.

Übersetzt

(bearbeitet)

The best way is the on job customer service training which is much more practical than just going by the books, the experienced airport staff can impart this training by real on ground examples which are observed on day to day basis, how to approach a customer with a solution to his problems, the personal touch, eye to eye contact , being a good listener to the customer just oozes out the confidence in a new joinee and his path ahead becomes easier though challenging but then with on the job experience he or she will always clear the tide and the hurdles smoothly.

Übersetzt

All the training in the world will be meaningless unless the correct people are hired and then, once trained and in position, practice effective performance management. If the performance is not meeting standards, you apply corrective action and if the necessary improvement does not occur, you move on. Of course, if the necessary improvements do occur and are maintained, that should be celebrated.

Übersetzt

Positive upbeat Cheerleader personalities for customers service is the key. Seen too many treat customers/clients as if they are an inconvenience from waitress/waiters to Lawyers. Rays of sunshine that beam confidence is a win every time for customers service

Übersetzt