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Customer service skills used within different situation's and…
Customer service skills used within different situation's and behaviour's
Communication skills-This is the ability to communicate clearly between fellow colleagues and customers. This skill is can be used in many situations but may be used when working as part of a team to great customers at the airport.
Patience-This is the ability to be tolerant and stay calm in situations that may test it. This skill will be used when dealing with and handling complaints or dealing with angry customers as a member of cabin crew.
Teamwork -This is a skill that allows you to work and collaborate with other colleagues to form part of a team to aim towards the same goal. This skill can be used when greeting customers at the airport and guiding them to their transfer and the skill teamwork would be used to do this in an effective way.
Leadership-This is where you take control and become the leader of the group.Leadership may be needed when working apart of a team and when you have taken control or have been appointed to take control in a situation that requires you to like meeting customers at the airport and guiding them to their transfers.
Non-verbal skills
Eye contact-This skill is linked to active listening and it allows the customer to know that you are listening and taking them seriously.This would be used when handling a complaint so the customer knows you are taking in what they are saying
Body language -This is used to show the customer you are approachable and can be used when meeting customers for the first time.
Facial expressions-This skill is non-verbal and can be used to show emotion to customers and express empathy and would be used when dealing with upset customers.
Smiling-This facial expression show the customer that you are not only approachable but you are welcoming and caring.This may be used when welcoming new customers or meeting them for the first time.
Time management-Time management is been on time and having awareness of time in general.This skill is used when been a holiday rep and presenting a welcome meeting as been on time is very important.
Tone of voice-this is where you will use the appropriate tone of voice to suit the situation. This skill can be used when dealing with upset customers by showing the correct tone of voice it allows the customer to know you care and you are taking them seriously.
Confidence-This is where you show that you are comfortable in what you are doing and you know what you are doing.This skill can be used when presenting a welcome meeting as it shows customers that you know what you are doing and they can trust you.
Problem solving-This is the ability to solve issues that may arise unexpectedly. This skill may be used when dealing with a customer that has lost their luggage as you will have to solve the issue and come up with a solution.
Least technique-This technique is used in customer service scenarios to deal with complaints or tricky situations within customer service
Listen-listening is the first step in the Least technique and is used to understand the customers' complaints and concerns without interrupting them.
Empathise-This skill is the 2nd step and is used to understand the customers situation and put your self in their shoes.
Apologise -Apologise is the 3rd step and is used to express to the customer how sorry you are that this has happened.
Solve-solve is the 4th step and is were the issue would be solved and corrected.An example of this might be "i'm so sorry that your inflight meal is cold let me change that for you and bring you a new one".
Thank-thank is the last step and it's where you thank the customer for making the complaint and razing the issue with you as it allows you to make improvements and make sure it doesn't happen again.
Decision-making skills-This is where you can make a decision that will solve an issue or a problem. This skill may be used if a passenger's luggage has been lost and you have to make a decision on what you are going to do about it.
Positive attitude-This is can be used to welcome the customer and it makes you more approachable.This can be used in all situation's within customer service.