The Benefits of Customer Service

Greetings from KL,

After a very pleasant flight on Boeing 777-300ER(extended range), I am here in the capital of Malaysia. It's a rather unusual mixture of Malay, Chinese, Indian and European influences where people seem to be enjoying most eating in the street. I tried some Chinese street food tonight, I don't think I am going for Chinese again for a while.

I hope you are enjoying your lessons and you haven't forgotten the blog.

The post today is about the importance of good customer service.

Discuss:
a) what is customer service
b) the qualities of good customer service representative
c) the benefits of good customer service
d) 5 rules of good customer service.

DON'T FORGET

1. To write in paragraphs.
2. When you discuss the rules, explain and support them with examples.
3. Support your main statements. You can also mention some of the airlines rated 5-stars by Skytrax for their superior services and product.

Regards,
RV

Best Airlines for 2010

Hello,

Today we are going to find out which are the best airlines rated by Skytrax for 2010.
Speaking about the exclusive 5-Star Airline ranking, Skytrax CEO, Mr Edward Plaisted said:

"The greatest attribute behind 5-Star status is an airline's ability to deliver the combination of Product and Service. A great product standard is not by itself the key to a 5-Star ranking, and we are equally concerned by the Quality of front-line service that an airline provides. We are focussed on recognising airlines whose staff deliver a true 5-Star standard of service delivery.

(quote from Skytrax website)

1) Go to the official site of Skytrax (the link is on the right in Useful Links), browse the main page and look up the airlines that received 5 star ranking for 2010.

2) List 5 of them in your post, find their airline codes and their main hubs. Comment whether you have travelled with any of them and what your impressions of their product and service are.

3) Read passengers' comments on their experience with these airlines. What are some of the comments passengers make about the customer service they have received? Summarise some of the opinions in your post.

Kind regards,
RV

Imagining Passenger Experiences

Hello,

It's the start of the second term and the beginning of Book 2.

Good luck!

This term will be discussing the different stages of the passenger processing. We start today with passenger experiences. Tell us about a time you have travelled by air. Write about any problems you have had at any step of the process before/ during/ after the flight.

Regards, RV

Revision Book 1

Hello,

Here are the revision questions.

1. Airline and airport codes.

2. What is an airport? What is a hub? What is a primary hub? What is a secondary hub?

3. Kinds of airports.

4. Important organisations: ICAO, IATA, CAA.

5. What is an airline? Types of airlines.

6. Facilities of an airport:
Landside facilities: parking facilities, ground transportation, drop off / pick up areas
Terminal: departure area, arrival area, concourses, gates
Airside facilities: runway, taxiway, ramp/apron, control tower, maintenance facilities

7. The airline as an airport customer. Facilities and servcies that an airport provides for both the passenger and air-freight companies.

8. The passenger as an airport customer. Facilities and services that an airport provides for the passengers.

9. Airport project - a summary.

1o. Airport ownership.

12. Airport design.

13. What makes a 5-star airport? Discuss facilities and services that a 5-star airport needs to provide for its customers to bring a positive experience. Give examples.

Post your comments, provide advice and make suggestions to other students' posts.

Regards, RV

Best Airports In the World

Hong Kong Airport



Incheon International Airport in Seoul (South Korea)



Indoor Garden in Changi Airport

Hello,

Today we look at the top 3 airports in the world, which received 5-star ranking for 2010 according to Skytrax - the airline and airport quality agency.

What makes these airports superior to others? What services and facilities do they offer that provide their customers with an unforgettable airport experience?

For this task you'll work in groups and check the official site of the airports to learn more about the airports.

You'll also read passenger opinions published on the Skytrax review pages.

Finally, you'll write a summary of the airport you researched. Briefly introduce the airport and express your opinion why you think this airport was given 5 stars.

Share anything that you thought unusual or surprising that the airport offers its customers.

Enjoy the task,

Regards,
RV

Revision Week 3

Hello,

Here are some questions to review and prepare for the mini-quiz.

1. Summarise an airport project.

2. Discuss some current trends in the aviation industry and possible future developments.

3. You should be able to define:
a) a terminal
b) a concourse
c) airside facilities ( a runway, a taxiway, a ramp). What activities happen while the airplane is parked on the ramp?
d) routine maintenance for aircraft
e) other support services for airlines - refuelling, de-icing, runway maintenance
f) Air Traffic Control system
g) baggage handling
h) customs
i) air-freight companies and the services they need
j) LCCs- low cost carriers
k) securuty

4. You should be able to read graphs and use the language describing graphs/ trends.

Have a nice weekend and get ready for the quiz!

Regards,
RV

NDIA

Hello,

Today's task is about New Doha International Airport (NDIA). Check the official site of the airport (the link is provided on the right in Useful links) and find out important and interesting information about the project.

Summarise what you have learnt in a text of 150 words.

Regards,

RV