Customer Services

2019
Customer Services

Submitted By
Mukul Agrawal
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(3RD SEMESTER)
 Customer Services

BONAFIDE CERTIFICATE

Certified that this project report titled CUSTOMER SERVICES

is the Bonafide work of Mr Mukul Agrawal who carried out the research under
my supervision.

Date-05-April-2019 Signature

Place-New Delhi Mr Sandeep Kumar

(Airport Duty Manager)

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ACKNOWLEDGEMENT

I respect and thankful to “Amity University” to provide me an opportunity to

do the project work on Customer Services and giving me all support and
guidance which made me complete the project duly. I am extremely thankful to
Mr Sandeep Kumar for providing such a nice support and guidance, although
he had busy schedule managing the corporate affairs.

Date-05-April-2019 Regards
Place- New Delhi Mukul Agrawal
(MBA- SEM 3RD)

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Abstract
The goal of all customer pleasure fashions is to grant outcomes that are relevant, reliable, and
legitimate and have predictive economic capability. Consumer fulfilment lookup ought to be
executed for with most prominent consideration. Estimating client fulfilment must be a
ceaselessly, predictable, opportune, all around judged and dependable procedure. This is the
area any other customer fulfilment tideway turns into a ground-breaking key shipper small print
machine for association. Supervising customer desire is massive to the air terminal commercial
enterprise where the association between client steadfastness and efficiency has been regularly
recognized. The understanding of consumer want ends up being fundamental for plane terminal
employer to moreover research the air terminal business enterprise great that will isolate the
achievement of air terminal business. This investigation paper will focal point on voyager –
the stop customers of air terminals workplaces and agencies collectively with fantastic fashions
that will additionally communicate to directing patron choose together with instance of how it
has the have an impact on for the accomplishment of a aircraft terminal business. Various
examinations have verified that the long haul accomplishment of a partnership is firmly
recognized with its fee to make and maintain up steadfast and fulfilled clients, transmute to
consumer desires and waffle inclinations. So as to screen client fulfilment, and to take whoopee
for enhancing it, a range of variegated techniques have been aged and tried.
Any organisation may definitively take quality of a tested systematic customer satisfaction
model. The reencounter for organisations is to implement and secure the
same client satisfaction method breadth their enjoying field; admittanceof markets and
geographic markets (countries). Client satisfaction are often self-addressed as a strategic
merchant trivialities tool associated it will have a positive impact on an
organization’s profitableness. happy customers kind the muse of any triple-crown merchanty
as client satisfaction ends up in repeat purchase, trademark loyalty, and positive word of
mouth. On the bases of my analysis i recommend organisations to implement
a client satisfaction model to boost their merchant trivialities and modernize their overall level
of quality.
Theory and weightier practices have tested that property client satisfaction models has
to be designed on well-defined clear processes and on a ensuing approach. The ways that} by
which (customer) satisfaction is build could disagree from time to time and
from client group/segmentation, whether or not this is often supported geographic zone,
merchant unit, country, product, or demographic culture isn't relevant as long as subject
managers and marketers perceive the relevance of every model (latent and manifest) variable
in respect to the target cluster.
Today ‘customer’ is that the King in companies’ management with the ability to transpiration
their short/long term polices and techniques. Therefore, enough data of setting, expectation
of client and their wishes are important to search out the weightier resolution for facing un-
expected behaviours of client then behave in such a fashion to transpiration the minds of
consumers within the direction of company’s profit .Organizations so as to achieve success
ought to squint into the wants and needs of their client. that's the
rationale on why several researchers and academicians have unendingly emphasised the
importance of client Relationship Management (CRM) within the type of augmented customer
satisfaction and loyalty to modernize the patron retention, ultimately increasing profitableness.
This study follows the patron Satisfaction, Loyalty and Retention (SLR)
model. client satisfaction is significant, as satisfaction influences repurchase intentions,
whereas discontentment is seen as a primary reason for client defection or conclusion of

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purchase. In line with this, consequences of client satisfaction

and discontentment should be thought of. client retention may be
a idea gaining progressively and increasingly upkeep in today’s business wherever a
loyal client is taken into account as an important part to structure success. firms attempt to
spot and manage effective strategies to retain their customers. Postulated
theory furthermore shows a positive association between customer satisfaction, loyalty and
retention. Therefore,
the whilom mentioned are all important for a corporation to achieve success. However,
not unendurable studies are conducted on the topic within the client durable
white merchandise business although some analysis papers have
been revealed globally. Thence a study of those relationships can prove
to be helpful for the success of business. client sturdy white merchandise sector is raising
consumer relationship management as a method aimed toward holding the dear consumer
and successively, to extend client satisfaction and ultimately consumer loyalty. However,
as progressively studies are stuff undone on the result of CRM methods over
time, it's Rhadamanthine evident that the funding typically outweigh the
expected advantages and CRM have incessantly over secure or underneath delivered. Often,
Customer satisfaction is augmented slightly however loyalty rates don't increase in the
slightest degree. corporations have targeted on client satisfaction rates for the most
part considering of the suggestions, historically; there's a powerful, positive relationship
between client service and loyalty. This study is associate investigation of the employment of
CRM practices within the client sturdy white merchandise business and its impact on
satisfaction and loyalty levels to the firm. This study
is everyday victimization information from a client survey conducted within the
white merchandise in Chennai city. Hypotheses are take a look ated victimization chi sq. test
and correlation. The results recommend that satisfaction will momentum
overall client satisfaction which, in turn, overall client satisfaction will momentum loyalty. the
patron loyalty will drive retention. but demographic info doesn't have a big impact.

1. Introduction
In the most recent decade, with the expanding aggressive condition, airplane terminals
worldwide have progressed significantly since the long stretches of giving just air terminal
activities administrations to an unpredictable and enhanced organizations. The fast changes in
air terminal plan of action – from an industry that was altogether claimed and worked by the
administration to privatization and develops of minimal effort bearers will give huge effect on
airplane terminal tasks and client administration the executives. Re-architecting the traveller
experience requires control, speculation, and a more profound comprehension of travellers, as
far as socioeconomics, practices, frames of mind, and needs. This will make a noteworthy open
door for income, development, and aggressive situating. The fundamental reason numerous
airplane terminals are centring more in engaging the client mostly on the grounds that as
indicated by an investigation done by J.D. Power and Partners, "Cheerful travellers are super
spenders" which recognize that when travellers announced the largest amounts of fulfilment
with an air terminal, their retail spending will increment by 45%. This will be an extraordinary
effect to the air terminals business the same number of the air terminals worldwide have moved
their concentrate more towards the non-aeronautical incomes. From that point forward, air
terminals have made a ton of speculation on different client administration activities and

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creating plans to improve proficiency and to expand incomes from concessions and other air
terminal administrations.

In this exploration, the idea of overseeing client desire on traveller administration nature of
Kuala Lumpur Worldwide Air terminal (KLIA) is investigated by analyzing various variables
that at the same time impact travellers’ fulfilment. KLIA is overseen by Malaysia Airplane
terminals, an air terminal administration organization that was set up in 1992 to concentrate on
the activities, the board and support of 5 universal air terminals, 16 residential air terminals,
and 18 short take-off and landing ports ports) in Malaysia. In 2013, Malaysia Airplane
terminals recorded an unequalled high of 79.6 million travellers going through Malaysia Air
terminals 39 air terminals in Malaysia.

What Is Customer Service?

Client administration is the way toward guaranteeing consumer loyalty with an item or
administration. Frequently, client administration happens while playing out an exchange for
the client, for example, making a deal or restoring a thing. Client administration can appear as
an in-person connection, a telephone call, self-administration frameworks, or by different
methods. Client administration is the arrangement of administration to clients previously, amid
and after a buy. The impression of accomplishment of such connections is reliant on
representatives "who can modify themselves to the identity of the guest".[1] Client
administration concerns the need an association doles out to client administration with respect
to parts, for example, item development and valuing. In this sense, an association that qualities
great client administration may spend more cash in preparing workers than the normal
association or May proactively talk with clients for criticism.

client administration assumes an imperative job in an association's capacity to create salary and
income From that point of view, client administration ought to be incorporated as a feature of
a general way to deal with orderly improvement. One great client administration experience
can change the whole recognition a client holds towards the association.

A client support is a scope of client administrations to help clients in making practical and right
utilization of a product. It incorporates help with arranging, establishment, preparing,
inconvenience shooting, upkeep, redesigning, and transfer of a product. These administrations
even might be done next to customer where he/she utilizes the item or administration. For this
situation it is classified "at home client administrations" or "at home client support."
Astounding client administration not tied in with continuing the customer; it is tied in with
wowing the client. Client administration is an imperative trademark in the business world these
days. Pretty much every organization appears to acknowledge exactly how essential client
administration is and have begun to discover intends to create and quantify client
administration. In this course, we are going to take a gander at what client administration is
and arrange how you can comprehend and give superb client administration. Numerous
organizations need to accomplish exceptional client administration. At this moment that is the
nerve ring of corporate preparing, and vision-throwing and numerous organizations are
breaking down their present task and straightening out it to be dynamically client arranged. Do
you give return business to an endeavour that offers poor client administration arrangement?

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Maybe not! You and every other person need more beneficial client administration, and it's one
of the driving administrations of why clients shop at one spot and not another.

Client administration is the entire movement of recognizing client needs in the entirety of their
unpredictability, fulfilling them completely, and keeping them fulfilled. Clients are individuals
who purchase items and administrations from other individuals.

2. Literature Review
Customer service is the provision of service to customers before, during and without a
purchase. Capable Turban et al. (2002), "Customer service may be a series of activities
designed to boost the extent of client satisfaction that's, the sensation that a product or service
has met the buyer expectation ."The importance of client service might vary by product or
service, business and client. The perception of success of such interactions are addicted to staff
"who will re-tread themselves to the temperament of the guest," capable Micah male monarch.
From the purpose of read of AN overall sales method engineering effort, client service plays a
crucial role in AN organization's goodness to come up with financial gain and revenue. From
that perspective, client service ought to be enclosed as a part of AN overall channel to
systematic improvement. A client service wits will transpiration the unshorten perception a
consumer has of the organization. Some have argued that the standard and level of client
service has diminished in recent years, which this will be attributed to a scarcity of support or
understanding at the chief and middle management levels of a company and/or a client service
policy .To write this argument, several organizations have utilized a range of strategies to
enhance their client satisfaction levels, and alternative key performance
indicators(KPIs).Customer support may be a vary of while not Sales Services to squire
customers in creating value effective and proper use of a product. It includes help in coming
up with, installation, training, hassle shooting, maintenance, upgrading, and disposal of a
product. relating to technology merchandise like mobile phones, televisions, computers, code
merchandise or alternative electronic or mechanical product, it's termed technical support.
client service could also be provided by someone (e.g., sales and repair representative), or by
efficient suggests that. samples of efficient ways that are websites. A quality with machine-
controlled ways that is AN accrued goodness to supply service 24-hours daily, which can, at
least, be a complement to client service by persons.3. Customer Expectation vs Customer
Satisfaction
Client desires are the totality of those requirements and inclinations, both substantial and
immaterial, which client presents as a powerful influence for the provider of merchandise and
ventures (Denham, 1998). Joseph C. Andraski the President and Chief of Deliberate Bury
Industry Business Arrangements (VICS) Affiliation expressed that client desires are the
requirements, needs, and assumptions of a client about an item or administration. It can impact
a client's view of the item or administration and can be made by past involvement, promoting,
prattle, familiarity with contenders, and brand picture. Consumer loyalty characterizes as an
enthusiastic express, their post-buy responses can include outrage, disappointment,
disturbance, lack of bias, joy, or joy (Lovelock &.Wright, 1999). As appeared as follows, if
client's recognition is superior to expected, fulfilment level will be at the most elevated amount
yet on the off chance that the administration experience is not exactly the normal standard, the
clients will disappoint with the least fulfilment level.

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How the airport management perceive their performance may differ from how the customers
perceive it. If clients see the air terminals as inert, at that point they are lethargic — in the
clients' eyes. It just underscoring that consumer loyalty is driven by their observations, not the
specialist co-ops. One approach to surpass client desires is through amazement – stun them
with something past desire and uncommon would be an incredible asset in the mission to fulfil
client. Raising consumer loyalty may lead an ascent in client reliability and maintenance,
consequently air terminal can build great client. In overseeing client desire, air terminals should
persistently gauge and improve how well they address client issue. Three noteworthy advances
that are engaged with this procedure is understanding client needs, getting client input and
organizing a progressing system to guarantee consumer loyalty (Kurtz, 2012).Flow chart in
managing customers’ expectation from how the airports established desirable standard
performance, measure it against actual performance to action taken once the result reported are
depicted below:

Flow chart in managing customer expectation

Excellent customer service is the heart of the sustainability and survival of every airports
worldwide. Excellent customer service is defined as the synergy created when an airport’s
ability to exceed its customers’ needs and expectations consistently matches the customers’
perception that their needs and expectations are well met. (Paternoster, 2007).

3. Passenger segmentation
In managing the customer service, airport management must identify the target groups to better
understand the key elements that have the greatest impact on meeting the expectations and
needs. Traditionally, the airports’ customers were defined as airlines and passengers as
customers of the airlines (Francis, Humphreys & I son 2004). The relationship between airport
and airline based on this traditional model is shown below.

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Airports perspectives on the growth of low cost airlines and the remodelling of the
airport-airline relationship (2004)

Since the mid-90s, commercial business model began to replace the traditional public utility
model. Thus, airport management have begun to place more emphasis on non-aeronautical
revenues such as, rents, concessions, car parking, consultancy and property development. This
has led the traditional airline–airport–passenger relationship to become more complex and
diversified (Francis, Humphreys & Ison 2004). Today, airports are focusing directly to
airlines’ passengers, meters and greeters, users of general aviation services and other airports
visitors (Transformation Research Board, 2013). The airports’ customer groups are shown in
the figure below.

How Airports Measure Customer Service Performance - A Synthesis of Airport Practice

(2013)
Passengers’ behaviour and expectations of the airport experience depend highly on the type of
traveller – demographic characteristics (i.e. gender, age group, income, the composition of the
group), purpose of trip (i.e. leisure, business) and their circumstances (Fod ness & Murray,
2005). In general, the passengers can be divided into different group – arriving, departing and
transfer – with different expectation and needs in the way they will be using the airport services
and facilities and will also influence the behaviour of individuals while in the commercial area
(Jung, 2011). Origin and destination (O&D) passengers who are departing and arriving will
require all airport facilities including parking, surface transportation (car rental, rail access
system, limos, taxi’s and buses), check-in service, bag processing and security check and
vertical and horizontal moving systems in passenger terminals. Transfer passengers will have
a discretionary time waiting and their needs will be likely different from those of origin and
destination passengers. Some of the transit passenger will spend nearly four hours at the airport.
By providing airport facilities that can accommodate their needs such as a place to lie down
and take a short nap, spa & massage, and free shower facilities will mostly give them an
enjoyable airport experience.
Passengers travelling with families may want children play areas where kids can have a great
time while waiting to board the aircraft. They also want the availability of rooms for families
travelling with babies equipped with changing facilities, baby crib, microwaves and hot water.
Meanwhile, passengers that are on a business trip may want a lounge, with all the business
facilities that they can feel free to use such as free internet access and other services such as
fax, scan, and photocopy machine. The airport management can develop the strategic customer

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service planning in order to improve the design and delivery of all the facilities and services
by understanding expectation of each passenger group.

4. Evolving passengers expectation

Airport operations and business models have evolved dramatically over the last two decades
due to deregulation and privatisation which created an efficient air transportation ecosystem.
Not so long ago, airport management were responsible for the infrastructure that supported air
transportation and airports were viewed as public utility. In recent years, the passengers’
expectations have grown considerably especially in regards to quality of service. Privatisation
has transformed airports to deliver safe and secure operations, raised standards of customer
service, and into meeting growing demand. Over the past two to three decades, airports have
gained more stakeholders, with increasingly complex operations. The transformation of airport
customer service began in the late 1990s, where passengers have raised the bar of their
expectations on airports services and facilities, courtesy of airport staff, security clearance,
availability of baggage carts, cleanliness of washrooms, clear signposting and comfortable
waiting areas.

The demand of air travel with lower cost has caused the emergence of low-cost carriers that
affect the passengers’ expectation towards airports services. A study on the influence of
passengers’ demographics on airport attributes has indicated that 95% of the passengers who
travel for the purposes of other than business (i.e. leisure) are more conscious of the cost of
travel (Carstens & Heyns, 2012). Generally, passengers expected the same standard of service
at the airport regardless of how much they paid for their tickets. Nevertheless, safety is a non-
negotiable issue and it should meet some important standard of service quality. Today, a new
type of passengers category has been created; the air travellers that have been empowered by
end-to-end passengers’ self-service solutions. They want to self-process and expect easy
access to all the information they want, exactly when they need it. This emerging new breed of
airport that attract new segments of commercial customers and may even develop a unique
brand identity as it offers smart services for various areas.

5. Performance measurement on customer satisfaction

Today, airports all over the world are competing in a ramified mechantry environment. The
complexity of the airport mechantry environment has been remoter specified by ACI 2013
Airport Economics Reports as an industry that operate in a unique and evolving physical,
financial and regulatory environments. A comprehensive set of performance measures must be
established, as the airport management will need some key indicators to help them in
developing the overall framework of strategic consumer management system. Kaplan-Norton
has described that the worthiness of a visitor to mobilize and exploit its intangible or invisible
resources has wilt far increasingly decisive than investing and managing physical, tangible
assets. Consumer relationship management has been recognised as an intangible windfall that
will enable the organization to retain the loyalty of existing customers and enable new
consumer segments and market areas to be served powerfully and efficiently.
6. Linking to Business Objectives
The performance measures of an airport can be derived from the mission and strategy that
later can be translated into tangible objectives. In focusing the specific objectives that can
enhance customers experience, the airport management must highlight those processes
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that are most hair-trigger for achieving outstanding consumer service and start to develop
the execution plans. Then, the objectives should be communicated throughout the
organisation via all communications carrier such as email, message boards, videos and
websites. The liaison will requite signal to all employees that all the objectives must be
workaday if the airport’s strategy is to succeed (Kaplan & Norton, 1996).
Malaysia Airports new vision – “To be the global leader in creating airport cities”
supports the airport municipality master plan – dubbed KLIA Aero polis, a diversified
and integrated municipality with comprehensive facilities for retail, exhibitions, leisure
and tourism activities. A new mission – “Together we create joyful experiences by
connecting people and businesses” – was created to support the victory of the vision and
rhadamanthine a world-class airport business. The connectivity is essential as Malaysia
Airports merchantry is well-nigh connecting people to the world, and to their lives and
dreams.
“Malaysia Airports Runway to Success (2010-2014)” is a document that charts the
merchantry direction of Malaysia Airports and the road map to get there. As service
excellence is inside to the business, it is possible for the airports to provide new
experiences and world-class service standards to all customers. Malaysia Airports has
moreover established initiatives for enhancing consumer service and overall passenger
satisfaction. All these initiatives can be achieved by improving the operational processes
and efficiencies by leveraging on new technologies and weightier practices, implementing
Conditions of Use contracts with airlines customers and developing people to ensure the
wordage of the highest service standards (Runway to Success, 2010). As shown
unelevated are the merchantry goals and objective of Malaysia Airports to support the
organisation towards providing spanking-new service to the customers.

Malaysia Airports Runway to Success

Malaysia Airports seeks to attain the ultimate mission of achieving service excellence by
promoting desirable attributes in the people. These attributes are represented as: Being friendly
and firm; Being business driven and responsible; and Being progressive and practical.

Key Performance Indicators

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ACI World Director General, Angela Gittens in July 2014 issue of Airport World stated that,
ACI continues to come out with winning Key Performance Indicators (KPIs) that will be used
as the international benchmarks that provide quantifiable barometers of industry worriedness
and performance. Through the implementation on these KPIs, airport of all types and sizes
virtually the world will be worldly-wise to identify the weightier practices related in managing
the consumer expectation and complementing the passengers’ subjective quality towage by
measuring the very objectives quality of service delivered. The cascading of the company’s
strategic objectives to individual KPIs for the operational staff that focused on responding and
resolving issues related to airports facilities and services within the well-set timeline, can help
airport management in tracking the very performance of their customers’ feedback system. The
worldwide KPIs that can be used to measure the service quality levels are consumer
satisfaction, wait statistics, and security, passport, trammels in and valise transplanting times.

Customer Service Benchmarking Programme

Several consumer service benchmarking programmes have been established to systematically
measure the consumer satisfaction of the airport. The benchmarking programme will measure
the very airport performance versus desirable standard of consumer service. All these
programmes will provide key data points to the airport management so they can remoter
understand the strengths and weaknesses of airport facilities and services and to identify the
areas of improvement. In a way, it will provide the airport management the mechanism to
monitor and manage all other service providers at the airport such as those engaged in gate
management, valise handling, concessions, parking, and security checkpoints.

Airport Service Quality (ASQ) Survey

ASQ Survey is the Airport Council International (ACI) comprehensive initiative to modernize
the quality of service experienced by passengers with participation over 200 airports in
increasingly than 50 countries. All airports use the same questionnaires and follow the same
methodology to identify weightier practice and to measure its own performance precisely.

SKYTRAX
SKYTRAX Airport Star Rating is a programme that evaluate standards of frontline Product
and Service quality for airports worldwide. The programme applies an evaluation system to
assess the quality standards wideness each airport's operations to ensure that all airport quality
rating is conducted in a standardised and resulting manner. The methodology is to evaluate the
very quality of delivered products and services to customers versus the global benchmark and
quality performance basis.

J.D. Power Travel Ratings

J.D. Power travel ratings are the guide to find which airlines, airports, hotels, and rental car
companies ranked highest in J.D. Power consumer studies that are based on the opinions of a
sample of consumers who have used or owned the product or service to indicate the typical
ownership experience.

7. Key focus areas in managing passengers’ expectation

A unique travel wits is the key element in addressing passengers’ expectations as each journey
comes from many variegated priorities and concerns. In creating this unified passengers’
journey, the airport’s role must evolve from passive landlord to zippy participant, enriching the

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passenger journey as a key ecosystem partner. Each passenger will have variegated
expectations towards airports services and facilities. It is scrutinizing untellable for airports to
write all the demand and need of all passengers at once but the airport management need to
urgently analyse the worldwide similarities surpassing implementing the resurgence strategy
in managing the passengers’ expectation that will enhance the overall travelling experience.

Imagine a traveller valedictory from an airport for a long holiday. She arrived at the airport,
and proceeds to check-in her baggage. Her expectation on airport service quality has started
earlier – from how to wangle the airport until boarding the aircraft. The key areas that have
been identified and need to be focused in managing the passengers’ expectation in order to
obtain the highest level of customers’ satisfaction are – passenger processing, safety & security,
airport facilities, airports staff and consumer feedback management.

ASQ 2013 Reports had highlighted that the highest top ten elements for Malaysia Airports are
short elapsing of waiting times, courtesy and helpfulness of airport staff (check-in, security,
and immigration), availability of facilities and flight information screens. Malaysia Airports is
continually reviewing new solutions to enhance operations to make air travel a seamless wits
for passengers. Three key initiatives to unzip this in the near to medium term are harnessing
technology to reduce passenger processing time and effort, ensuring safety and security and
enabling easy wangle to and from our airports.

Passenger processing
According to a research washed-up by J.D. Power and Associates (2010), the areas with
greatest impact on overall passengers’ satisfactions are related to their expectations of vital
needs such as prompt valise delivery, airport repletion and ease of navigating the airport. By
all means, the only way to proceeds increasingly passenger satisfaction is to ensure that they
wits a smooth journey - starting from how to wangle the airport, going through the security
check, until they workbench into the aircraft. The ground experience for a passenger before
boarding an aircraft can be describe in a few distinct segments as depicted below:

Departing Passenger Movement

Passengers’ expectations can be enhanced by improving efficiency of the machines and also
the airport personnel, ensure they have a smooth journey, opening more lanes for the counters
and providing distractions such as entertainment to reduce the passengers’ perceived waiting
time.

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8. Improving operational efficiency by innovations

The passenger processing will involve a lot of waiting time that in unstipulated has a real
impact on the satisfaction level. According to ASQ Best Practice Report on waiting times, the
longer a passenger has to wait, the lower the ASQ score given to the airport. The report had
moreover indicated that there is a negative correlation between waiting time and overall
satisfaction.

Acknowledging the importance of thrive and grow, and that every airports must prefer with
new work processes and latest technologies, Malaysia Airports has been organising the
Innovative and Creative Circles (ICC) programme as one of the employees participative
methods of developing the innovative sufficiency in enhancing operational performance to
support the delivering of outstanding passenger service. The ICC is a part of organizational
culture transformation to tap every employee’s capabilities for greater innovation &
productivity and will imply the minutiae of skills, capabilities, conviction and creativity of the
employees through cumulative processes of education, training, work wits and participation.
The areas of resurgence that need to be addressed while implementing all the initiatives are
transilience in product innovations, increased work efficiency, reduce reviviscence and
resurgence in products and services. By addressing all the areas, Malaysia Airports hopes to
meet customers’ needs, with simplified work process, reduce time and wastage to save money
and worthiness to welter customer. This initiative aims to reduce operating financing and
increase efficiency by giving the opportunity to the employees to mart ideas and experiences
based on innovative and creative resurgence program.
Due to increased passenger and valise security screenings at all airports; passengers should
plan to victorious at the airport a minimum of two hours prior to throw-away for all domestic
flights and a minimum of two and a half hours for international flights. An initiative ripened
by the Aviation Security Services to remoter modernize the passengers security screening
processes at KLIA Main Terminal Building (MTB) Contact Pier link underpass aims to reduce
waiting time due to the long queue during peak hour. With the new initiative, it promises a fast
and easy security trammels process for both passengers and security personnel. As a result of
this initiative is the processing time for security screening is statistically reduced by 83% (from
367sec to 63sec).
A survey on the effectiveness of this initiative had been conducted by the team member and
the end result – 71% of the respondent were satisfied with the new improved way of security
screening process.

Continuous Improvement Management

As airport service levels are highly unspoiled on windfall overall conditions, airport facilities
such as infrastructures and specialised airport systems (passenger boarding bridges, fire safety
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vehicles, valise handling and airfield ground lighting systems) are thus used and maintained.
The maintenance forfeit for valise conveyors alimony increasing due to the frequency of
replacement of spare parts such as timing belt. In 2012, an stereotype of 38 breakdowns
happened due to misalignment of timing belt. An ICC project had been ripened by Malaysia
Airports Engineering Division and this initiative ensure the resurgence of lanugo time for
maintenance were reduced by 80%, spare parts forfeit reduced by 90% and manpower for
maintenance reduced from 3 to only 2. There are moreover initiatives to modernize transfer
valise from dispersal to main sorter to overcome the problem of late wordage of valise at MTB
Transfer Conveyor. These initiatives have given positive impact on the way passengers
perceive the valise wordage service by supporting it as the top 10 elements in the ASQ 2013
by the resurgence score of 0.29 points from the result of ASQ 2012 for the same element.

Ease of journey through airport

Way-finding is one of the important elements for the passenger in the terminal building.
Availability and efficiency of the Flight Information Exhibit System (FIDS) and signage will
certainly addressing the passengers’ expectation on hands navigating through the terminal
zones. Signage should use English in wing to the local or other foreign language, easy to
understand pictograms, and with resulting signage diamond (i.e. colours, fonts, motifs)
throughout the airport. Today, intelligent razzmatazz allows destination or status-specific
messages to be displayed based on flight stage and location within the airport. Digital signage
can exhibit ads for various airport facilities and services, and can plane be used for important
information in the event of an emergency.

More and increasingly passengers visits airport websites to find useful information on the how
to navigate in through the terminal zones and facilities misogynist at the airports. Malaysia
Airports has provided the end-to-end passenger guide on the new terminal – klia2 in the
corporate website. This guide provides the passenger with a listing of the facilities and services
misogynist at the terminal for your convenience to equip them with pre-trip information so they
can have an enjoyable and seamless journey. In order to write the walking loftiness issue inside
the terminal, a guide on buggy services is moreover stuff uploaded in the website and various
electronic exhibit signage inside the terminal.

Safety & Security

The importance of ensuring safety and security in an airport cannot be over-emphasised
expressly in providing passengers with a unscratched and seamless experience. The airport
management must moreover ensure that a wide variety of safety and security considerations of
the passenger are met by working closely with the wider airport community. Large numbers of
people pass through airports every day, therefore airport security serves to prevent any threats
or potentially dangerous situations from welling or inward the country. Passengers’
expectations of airport security are related to waiting time required for security check, the
professionalism of the security staff and the worthiness of the security process to make them
finger safe.
In 2008, Malaysia Airports has been ranked in the top five for ASQ elements - ‘courtesy and
helpfulness of security staff’, ‘thoroughness of security inspection’, ‘waiting time at security
inspection’ and ‘feeling of stuff unscratched and secure’. The security resurgence initiatives
include instituting Malaysia Airports’ in-house detective task force, reconfiguring passenger
flows at some existing terminals to segregate departing, arriving, international and domestic

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passengers, upgrading security systems and detection equipment which are due for replacement
at smaller airports and installing CCTV systems with behavioural wringer capabilities
(Runway to Success, 2010).
Pilferage is moreover flipside consumer sensitive zone and to write the issue, Malaysia Airports
had come out with a few initiatives – established task gravity working in tropical cooperation
with both the police and airline security, installation of spare CCTVs at the valise handling
system conveyor belts, unvarying spot checks on valise handlers, increase in manpower to
baby-sit passengers’ valise and increase in patrolling frequency (Runway to Success, 2010).
The impact has improved since 2002, where reported pilferage cases is far unelevated the
global stereotype of 80 tons per 100,000 passengers. It was much lower than the global
stereotype and the number of incidents continues to subtract on a downward trend. The figure
shown below is the reported number of pilferage cases from 2002 to 2008.

Malaysia Airports Runway to Success

Acknowledging the passengers’ safety is one of the top priorities, Malaysia Airports’ Airport
Fire and Rescue Services (AFRS) provides rescue and firefighting services for watercraft and
buildings within a specific purlieus of the airport zone with the operational objective of
achieving a response time not exceeding three minutes to any point of each operational runway,
in optimum visibility and surface conditions. Various types of inspections are stuff carried out
to ensure fire hazards are eliminated and fire protection systems are operating well. The
implementation of the Annual AFRS Rating programme for measurement of performance
ensures the preparedness of the AFRS team.

Airport Ambience
Ambience is not really something passengers see, but rather something that is felt, something
that is experienced (DKMA) Nowadays we can do scrutinizingly everything within the airport
terminal – watch a movie at cinema, visiting theme park, sightseeing in a butterfly garden, and
plane golfing, and swimming. Hence, passengers all virtually the world are raising the bar of
their expectations towards the services offered when travelling through an airport. Many of the
airports worldwide have gone vastitude expectation in offering an outstanding consumer
experience. Today, most passengers trammels in and obtain a boarding pass surpassing they
victorious at the airport. However, not knowing how long it will really take to move through
the terminal, passengers tend to victorious very early for flights. All of these have contribute
to the emergence of a new era where consumer wits has wilt the top strategic priority for all
airports worldwide so they can be viewed as a competitive differentiator. To create an
spanking-new the passenger wits airport must transmute to pursuit guidelines – exceed
expectations and create the elements of surprises that are variegated of the norm the region,
and to provide clean, tidy airport, and well maintained airport facilities.
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9. Availability of facilities and services

Providing airport facilities for everyone to enjoy – with a sense of well-being unstrap the stress
of flying. Apparently, airport passengers tend to fathom cleanliness of the facilities, shopping
options, Wi Fi and unobjectionable seating. A good Wi-Fi connection, a proper place to do
work, plugs sockets hands misogynist everywhere to recharge mobile phones and laptops,
shower facilities, and rest zone to relax, can enhance the time passengers spend in the airport.
Research on airport seating has indicate that by simply installing new seating zone with
increasingly sustentation on size, colour, repletion and arrangement, passengers wits ratings
can jump up until 12%. (Gordon, Airport World 2014). The fitness and wellness / Spa, airside
hotel facilities and tour sedentary for transit passenger are widow value services that can
increase the satisfaction level of airport passenger.

K lia2 provides Plaza Premium Lounge that welcomes everybody with a minimal tuition per
hour. The passengers are worldly-wise to enjoy their time efficiently at the airport as Plaza
Premium Lounge provides well-appointed seating and a wide range of supplies and beverages
and workstations with high-speed Wi-Fi and printing services. In addition, it offers valise
handling and laundry service to provide a true home yonder from home. For travellers who
need a place to reservation a quick rest, Plaza Premium Lounge has carved out private spaces
for relaxing areas, including various studios, napping rooms in variegated sizes so that there is
something for everyone, and elevating its lounge to a new level of luxury standard.

Capsule by Container Hotel is the first airport sheathing in Malaysia located in klia2. With the
concept of container hotel, it is designed for transit travellers, when packers on-the-go, and
frequent flyers, where it allows overnight stay, or recharge surpassing transmissible the next
flight. It moreover remoter ripened the ideas of untried & sustainable living.

Environment
From the customer’s perspective, there is now a need to spend increasingly time at the airport
to indulge sufficient time to pass security check points .There are various elements that have
been implemented by airports all over the world such as museum, indoor gardens ,theme parks,
library, cinema, video games areas and casino. The elements are misogynist at various point to
serve as a past time worriedness while waiting for their flights.

Setting the benchmark in the aviation industry, over the last few years, Malaysia Airports has
been focusing in the minutiae of klia2 – a mega terminal defended for low-cost carrier is ready
to redefine the travel wits for passengers in the region with its Next Generation Hub concept.
The new terminal is measured to be at least 257,000 sqm, to unbend up to 45 million passengers
annually and designed to indulge expansion for future air travel growth trends and airlines'
operational models. A sky underpass was built to link the main terminal towers and the satellite
building. It navigate over the taxiway and features glass wall, providing the passenger the
spectacular view of the airside. The sky underpass was divided into two section – throw-away
and inrush – to indulge passenger segregation implementation at the terminal. klia2, is the first
airport in Asia and the third in the world with a sky underpass that will requite the widow
wholesomeness of greater watercraft manoeuvrability.

Retail and F&B Offerings

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Since the transpiration of airport merchantry model in the 90s, airports worldwide are focusing
increasingly on the non-aeronautical revenues and unchangingly looking for innovative ways
to increase the retail offerings by exploring the wider retail sector that will be well-expressed
the concessions inside the terminal. Declining airline economics have required airports to wilt
increasingly reliant on non aeronautical revenues, with many airports deriving increasingly
than half of total revenues from such sources. Research washed-up by Airport Market Research
& Advisory Services (DKMA) on Things You Should Know Well-nigh How Passengers Shop
At Airports indicates that most passengers have no intention of purchasing surpassing they
come to the airport and passengers who come to the airport with the intention to buy something
are increasingly likely to purchase. As 31% of non aeronautical revenues of airports worldwide
are generated from retail and F&B, they should be increasingly urgently involved in the
research for the minutiae of this segment of business.

Malaysia Airports has specified airports as a lifestyle destinations .With the minutiae of Airport
Commercial Model, Malaysia Airports has recognised the importance of retail and F&B
offerings that unhook ‘Value for Money’ coupled with service excellence to enhance our
customers’ wits hence maximising the retail revenue. One of the initiatives to turn airports into
a lifestyle destination is – Butterfly - a fun new way to go well-nigh with coupons by using
Augmented Reality, whereby passenger can reservation and collect virtual butterflies, all of
which have a special coupon tying to them. The objective of the initiative is to transform all
the wondrous special offers into mobile using that has moreover been misogynist in iOS
devices and Android platform. It Butterfly moreover fits well with today’s consumer profile
where there is a growing dependence on mobile technology and gadgets.

klia2 features a commercial hub known as Gateway@klia2 - designed to cater not only to
travellers, but moreover meters and greeters, airport staff, and shoppers from neighbouring
residential. Strategically located between the drop-off and klia2 Main Terminal Building,
Gateway@klia2 is the popping integrated ramified that is designed to fill the gap to indulge
tourists to shop surpassing throw-away and upon arrival.

Limited supplies service on watercraft has increased demand for concessions and eating areas.
Based on the research washed-up by DKMA, the most important aspects that contribute to
passenger satisfaction with F&B are the menu selection, selection of restaurants / bars, quality
of supplies and / or drinks, speed of service, value for money, undercurrent of facilities,
friendliness of staff, cleanliness of facilities and availability of seating areas. The research
moreover indicates that passengers who rate their wits with F&B as “Excellent” spend
increasingly than passengers who were less satisfied with the restaurants. At klia2, 13% of
gross floor zone (GFA) is defended to consumer fronting commercial offerings, and 30% of it
have been ripened for F&B. Malaysia Airports has established an Entrepreneur Minutiae
Programme (EDP) that encourages growth and minutiae among small and medium enterprises
(SME) in line with the group’s Corporate Social Responsibilities (CSR) initiatives. The pilot
project has been the F&B offerings of a variety of local cuisines. A famous Malaysian
cartoonist – Datuk Lat had involved in the marketing wayfarers of the new F&B outlets,
facilities and sevices in klia2.

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Non-aeronautical merchantry continues to be the key in Malaysia Airports earnings, written for
50.8%, to the Group’s revenue and this is in line with the Group’s long term plan to remoter
grow its business.

Airport Staff Courtesy

Passengers’ expectation on airport staff are related to the worthiness to provide reliable and
well-judged services and the willingness to help customers and provide services with quick
responses. Assurance indicates that staff with professional knowledge of services and behave
kindly and courteously is likely to win the customers’ trust and confidence. Helpful and
efficient frontliners have wilt the most important speciality for passengers’ satisfaction.
However, equal to ASQ Best Practice Report on Staff Courtesy, ASQ courtesy scores have not
significantly improved during the last few years. This is due to the pursuit reasons: Courtesy is

well-nigh human beings, which ways that it is very personal and difficult to have an impact on
and most of the staff working within an airport is not employed by the airport validity (third
party staff), which implies that the airport has a limited influence on them. Airport management
has engaged in many types of programmes to remoter develop their own and moreover third
party employees to positively influence the staff courtesy. These programmes will include
sensation & refresher training, including giving up incentives and recognition programmes.
The percentage differences of staff courtesy programmes conducted by airports in Asia Pacific
to their own staff and third party staff are shown below:
Malaysia Airports recognises that the employees must be equipped with the right skills and
knowledge to perform their jobs professionally and to bring the organisation forwa rd. To
strengthen the positive service mindset and service skills of airport frontliners, the visitor
has embarked in several training programmes and consumer service campaigns.
Courtesy and Superintendency (C&C) is a customised motivational training programme
specially crafted for Malaysia Airports employees. The objectives of this programme are
to establish a world matriculation consumer service culture on consumer service
excellence, identify and manage customers’ expectations, and to establish a standa rdised
greetings with spanking-new consumer service culture. The Living the Brand sensation is
a program to internalise Malaysia Airports Brand Essence and to transform the people and
work culture, creating a significant impact that is unveiled from a merchantry performance
and consumer service perspective. This programme is moreover aims to remoter inculcate
the new Brand DNA of Friendly and Firm, Merchantry Driven and Responsible, and
Progressive and Practical. These values have been used as guidelines in encouraging the
staff to develop connections with the stakeholders, the polity and the environment.
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In ensuring the capabilities to unhook the highest level of consumer service standards,
Malaysia Airports has emphasised on developing spanking-new consumer service culture
within its own staff. Malaysia Airports introduced a programme that is designed to
modernize the ASQ elements related to consumer service, tabbed Advancing Towards a
Culture of Excellence (ACE) Programme. ACE involves the participation of all agencies
and partners in the airport, namely airlines, Department of Civil Aviation, Immigration ,
Custom, Public Transportation companies, medical services, and Police – to work together
as one ecosystem to serve the customers. The programme outlines the standard of consumer
service that Malaysia Airports aims to unzip that can be universally practiced by all service
providers which include grooming guidelines and standard behaviour practice.
T.O.U.C.H Consumer service excellence was established by Malaysia Airport in 2012.
T.O.U.C.H. nature are – worthiness to unhook Total consumer satisfaction through
Outstanding service practices with an Unforgettable smile while stuff Conversant and
Humbly pleasant. It is a consumer service wayfarers with the main objective to
conceptualise a uniform consumer service excellence practice by all airport tenants and front
liners due to the variegated types of consumer service wordage practices at various tenants.
It moreover seeks to inculcate and cultivate world-class consumer service practices amongst
frontliners of all retail, F&B and services outlets at KLIA through structured service
standards and guidelines, towage and recognition. Currently over 70% of third party staff
are engaged in this programme. This programme comprises of overall process from training,
rewards and recognition and has wilt a huge success in engaging and motivating airport
personnel to unhook outstanding consumer service. In 2013, the T.O.U.C.H Wayfarers won
two awards at the Advertising Marketing’s Marketing Excellence Awards 2013 - Gold
Award for Excellence in Public Relations Internal and the Silver Award for Excellence in
Public Relations Corporate Communications.

10. Customer Feedback Management

Managing consumer feedback can help to identify areas that may have missed the mark in
any part of the consumer journey. Airport management use a variety of methods to collect
feedback from customers – with the use of social media, website, android and tablet apps,
email and transmission medium such as consumer feedback forms. Listening and responding
to customers feedback are given a upper priority and sometimes is the main method of
liaison between airports and their customers. All the feedbacks – whether complaints,
comments or compliments will be followed through. Customers must moreover be notified
on the status of their comments or complaints.

In 2013, Malaysia Airports has established a new unit tabbed CARE (Customer Affairs and
Resolution Excellence) to largest serve the public and travellers and to remoter enhance the
pursuit and wordage of service excellence in line with the ultimate objective of growing the
merchantry and to unzip the company’s revenue target. CARE’s objective is to provide a
centralised platform to manage and respond to all enquiries, complaints and feedback
received wideness multiple channels. A new Consumer Relationship Management system
was moreover implemented to track and monitor the service levels expected by the
customers and stakeholders. Malaysia Airports introduced the Chat@KLIA – a live chatting
system that is hosted on an online platform - to harness the power of consumer feedback and
moreover empowers the staff to respond instantaneously to customers’ needs and initiate
any service recovery. In addition, corporate website and social media such as Twitter,

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Facebook and YouTube are moreover stuff used as a platform to listen to consumer feedback
and updating passengers on airports news and activities. All of the feedback will be
channelled to a centralised database surpassing stuff sent to the respective parties. The time
needed in order to respond and resolve the issues are based on the well-set service level try-
on in achieving consistency on managing customers’ feedback.
Many airports introduce consumer service ambassadors to offer assistance to passengers.
They will operate the help sedentary and welcome centres and sometime will be equipped
with tablets to wangle real time information. Ambassadors will usually serve as primary
contact for passengers with strong multi language proficiencies. Malaysia Airports CARE
Ambassadors are stationed in key areas in klia2 to provide help and proactively seek
passengers who may need assistance. They are known as an integral part of consumer service
and are trained to help passengers and getting customers’ feedback on the terminal facilities
and services. In addition, a mobile and interactive tablet-based consumer service using
tabbed i-CARE is moreover stuff deployed at all international airports to remoter facilitate
the consumer service engagement.

11. The consumer service skills that matter

When most merchantry publications talk well-nigh spanking-new consumer service skills,
things like “being a people person” tend to take the spotlight.

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It’s not that this trait is outright wrong, but it’s so vague and generic that it’s whimsically a
help to anyone looking to get involved in support positions within a company, and it
certainly doesn’t help out entrepreneurs/founders who are looking for the right set of skills
when hiring the nuts-and-bolts folks who will be taking super in tendency of their
customers.

With that said, let’s get into some specific skills that every support employee can master to
“WOW” the customers that they interact with on a daily basis...

Patience

If you don’t see this near the top of a consumer service skills list, you should stop reading.

Not only is patience important to customers, who often reach out to support when they are
tumbled and frustrated, but it’s moreover important to the merchantry at large: we’ve shown
you surpassing that unconfined service beats fast service every single time.

Yet patience shouldn’t be used as an excuse for slothful service either!

Derek Sivers explained his view on “slower” service as stuff an interaction where the time
spent with the consumer was used to largest understand their problems and needs from the
company.

Attentiveness

The worthiness to really listen to customers is so crucial for providing unconfined service
for a number of reasons.

Earlier I went over a few consumer feedback systems, and surpassing that I showed you the
data on why listening to consumer feedback is a must for many businesses who are looking
to innovate.

Not only is it important to pay sustentation to individual consumer wits (watching the
language/terms that they use to describe their problems), but it’s moreover important to be
mindful and ruminative to the feedback that you receive at large.

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For instance, customers may not be saying it outright, but perhaps there is a pervasive feeling
that your software’s dashboard isn’t laid out correctly. Customers aren’t likely to say,
“Please modernize your Ux,” but they may say things like, “I can never find the search
feature.

Clear liaison skills

Make sure you’re getting to the problem at hand quickly;

customers don’t need your life story or to hear well-nigh how your day is going.

More importantly, you need to be cautious well-nigh how some of your liaison habits
translate to customers, and it’s weightier to err on the side of circumspection whenever you
find yourself questioning a situation.

An example: The last time I went to get work washed-up on my car, I was told by an
employee that if I wanted to get an oil change, it would be “included” in my final bill.

I thought that meant I’d be getting it for free, yet as it turns out, that wasn’t the case. The
employee apologized and I truly believe it was an wrecking (they just worked there), but I
haven’t been when to that shop since considering of the miscommunication.

Knowledge of the Product

The weightier forward-facing employees in your visitor will work on having a deep
knowledge of how your product works. Without knowing your product from front to back,
you won’t know how to help customers when they run into problems.

It’s not that every single team member should be worldly-wise to build your product from
scratch, but rather they should know the ins and outs of how your product works, just like a
consumer who uses it every day would. Every new Help Scout employee, for example, is
trained on consumer support during their first or second week on the job — it’s a hair-trigger
component of our employee on boarding process.

navigate plane the most ramified situations, it moreover helps you build understanding well-
nigh their wits so that you can wilt their strongest advocate.”

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Ability to use positive language

Sounds like fluffy nonsense, but consumer service involves having the worthiness to make
minor changes in your conversational patterns. This can truly go a long way in creating
happy customers.

Language is a very important part of persuasion, and people (especially customers) create
perceptions well-nigh you and your visitor based off of the language that you use.

An example: Let’s say a consumer contacts you with an interest in a particular product, but
that product happens to be backordered until next month.

Responding to questions employ “positive language” can profoundly stupefy how the
consumer hears your response...

• Without positive language: “I can’t get you that product until next month; it is back-
ordered and unavailable at this time.”

• With positive language: “That product will be misogynist next month. I can place
the order for you right now and make sure that it is sent to you as soon as it reaches our
warehouse.”

The first example isn’t negative per se, but the tone it conveys feels unreticent and
impersonal, and can be taken the wrong way by customers, expressly in email support when
the perception of written language can skew negative.

Conversely, the second example is stating the same thing (the item is unavailable), but
instead focuses on when/how the consumer will get to their resolution rather than focusing
on the negative.

Acting skills

Sometimes you’re going to come wideness people that you’ll never be worldly-wise to make
happy.

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Situations outside of your tenancy (they had a terrible day, or they are just a natural -born
complainer) will sometimes tingle into your usual support routine, and you’ll be greeted
with those “barnacle” customers that seem to want nothing else but to pull you down.

Time management skills

Hey, despite my many research-backed rants on why you should spend increasingly time
with customers, the marrow line is that there is a limit, and you need to be concerned with
getting customers what they want in an efficient manner.

The trick here is that this should moreover be unromantic when realizing when you simply
cannot help a customer. If you don’t know the solution to a problem, the weightier kind of
support professional will get a consumer over to someone who does.

Ability to ‘read’ customers

You won’t unchangingly be worldly-wise to see customers face-to-face, and in many

instances (nowadays) you won’t plane hear a customer’s voice!

That doesn’t exempt you from understanding some vital principles of behavioural
psychology and stuff worldly-wise to “read” the customer’s current emotional state.

This is an important part of the personalization process as well, considering it takes knowing
your customers to create a personal wits for them.

More importantly though, this skill is essential considering you don’t want to miss-read a
consumer and end up losing them due to ravages and miscommunication. As Emily Triplett
Lentz wrote in Boost Consumer Happiness with Exclamations and Emoticons:

“I rarely use a smiley squatter in a support email when the customer’s signature includes
“PhD,” for example — not that academics are humourless, just that “:)” isn’t likely to get
you taken seriously by someone who spent five years deconstructing utopian undertones in
nineteenth-century fictional autobiography.”

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A calming presence

There are a lot of metaphors for this type of personality: “keeps their cool,” “staying tomfool
under pressure,” and so on, but it all represents the same thing: the worthiness some people
have to stay wifely and plane influence others when things get a little hectic.

I’ve had my pearly share of hairy hosting situations, and I can tell you in all honesty that the
#1 reason I stick with unrepeatable hosting companies is due to the worthiness of their
consumer support team to alimony me from pulling my hair out.

The weightier consumer service reps know that they can’t let a heated consumer gravity
them to lose their tomfool

; in fact it is their job to try to be the “rock” for a consumer who thinks the world is falling
lanugo due to their current problem.

Goal-oriented focus

This may seem like a strange thing to list as a good consumer service skill, but I reassure
you it’s vitally important.

In my vendible on empowering employees, I noted that many consumer service experts have
shown how giving employees unfettered power to “WOW” customers doesn’t unchangingly
generate the returns many businesses expect to see.

That’s considering it leaves employees without goals, and merchantry goals consumer
happiness can work hand-in-hand without resulting in poor service.

Relying on frameworks like the Net Promoter Score can help businesses come up with
guidelines for their employees that indulge plenty of self-rule to handle customers on a case-
to-case basis, but moreover leave them priority solutions and “go-to” fixes for worldwide
problems.

Ability to handle surprises

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Sometimes the consumer support world is going to throw you a curveball.

Maybe the problem you encounter isn’t specifically covered in the company’s guidelines,
or maybe the consumer isn’t reacting how you thought they would.

Whatever the case, it’s weightier to be worldly-wise to think on your feet ... but it’s plane
largest to create guidelines for yourself in these sorts of situations.

Let’s say, for instance, you want to come up with a quick system for when you come
wideness a consumer who has a product or service problem you’ve never seen surpassing...

• Who? One thing you can decide right off the bat is who you should consider your
“go-to” person when you don’t know what to do. The CEO might be worldly-wise to help
you, but you can’t go to them with every single question! Define a logical uniting for
yourself to use, then you won’t be left wondering who you should forward the problem to.

• What? When the problem is noticeably out of your league, what are you going to
send to the people above? The full conversation, just the important parts, or maybe some
highlights and an example of a similar ticket?

• How? When it comes time to get someone else involved, how are you going to
contact them? For instance, at Help Scout we use our own product to assign conversations
to flipside team member, or @mention the person from whom we need help in a note within
the conversation.

Persuasion skills

This is one a lot of people didn’t see coming!

Experienced consumer support personnel know that oftentimes, you will get messages in
your inbox that are increasingly well-nigh the marvel of your company’s product, rather
than having problems with it.To truly take your consumer service skills to the next level,
you need to have some mastery of persuasion so you can convince interested customers that
your product is right for them (if it truly is).

Tenacity

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Call it what you want, but a unconfined work ethic and a willingness to do what needs to be
washed-up (and not take shortcuts) is a key skill when providing the kind of service that
people talk about.

The memorable consumer service stories out there (many of which had a huge impact on the
business) were created by a single employee who refused to just do the “status quo” when
it came to helping someone out. Closing ability

To be clear, this has nothing to do with “closing sales” or other related terms.

Being able to close with a customer means being able to end the conversation with confirmed
customer satisfaction (or as close to it as you can achieve) and with the customer feeling that
everything has been taken care of (or will be).

Getting booted after a customer service call or before all of their problems have been addressed
is the last thing that customers want, so be sure to take the time to confirm with customers that
each and every issue they had on deck has been entirely resolved.

Your willingness to do this shows the customer three very important things:

 That you care about getting it right

 That you're willing to keep going until you solve their problems

 That the customer is the one who determines what “right” is.

When you get a customer to, “Yes, I’m all set!” is when you know the conversation is over.
Empathy

Perhaps empathy — the worthiness to understand and share the feelings of flipside — is
increasingly of a weft trait than a skill. But since empathy can be learned and improved upon,
we’d be remiss not to include it here. In fact, if your organization tests job applicants for
consumer service aptitude, you’d be nonflexible pressed to squint for a increasingly hair-
trigger skill than empathy.

That’s considering plane when you can’t tell the consumer exactly what they want to hear, a
dose of care, snooping and understanding will go a long way. A support rep’s worthiness to
empathize with a consumer and craft a message that steers things toward a largest outcome
can often make all the difference.

Willingness to learn

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If you came wideness this vendible and read all the way to the bottom, you likely once have
this skill (nice job!).

This is probably the most unstipulated skill on the list, but it’s still necessary.

That’s a big part of why happiness ratings are built into our help sedentary product, and team
members can wangle and learn from reports detailing their customers’ happiness over time.

We moreover love how the Buffer team approaches this skill with their wonderful consumer
happiness updates.

The updates are public, detailed, and go through how the support team (and the visitor at
large) handled incoming emails for the month.

What largest way can a startup’s support team learn as it goes then breaking lanugo their own
consumer happiness metrics each and every month, for the public to see?

12. Types of Consumer Service

Quality consumer service is an essential component in the day-to-day operation of any visitor
that wants to remain in business. Nowadays, dissatisfied customers have the power of social
media at their fingertips to vent their frustrations well-nigh a poor service experience. What
restaurant owner hasn’t cringed without seeing a negative review on Yelp? On the other
hand, a satisfied consumer will return then and then and happily refer your visitor to friends
and strangers alike.

Employees on the front line who deal with customers squatter to squatter play a hair-trigger
role in guaranteeing a positive consumer experience. Servers in restaurants, firefighters and
paramedics, and grocery store employees are a few of the many workers who can provide you
with valuable feedback on what your customers want and need.

However, an constructive consumer support system offers multiple channels for customers to
use to contact your visitor to get their needs met. Knowing your consumer wiring intimately
will help you determine which of the pursuit types of consumer service channels will be most
constructive in ensuring consumer loyalty.

Self-Service Knowledge Base

Some customers are well-appointed getting their questions answered by searching through a
self-service knowledge base. These customers don’t need a lot of hand-holding. They want to
be worldly-wise to hands wangle the information they need for a quick wordplay to their
questions. Moreover, there’s little to no wait time when the knowledge wiring is well

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organized and includes rich descriptions, images, videos, and instructions. A big plus for your
visitor is that this waterworks doesn’t require a huge monetary investment like some of the
other channels described below.

While customers can quickly wangle unstipulated information, a knowledge wiring may not
have information that addresses their unique situations. You moreover need to alimony the
information up to stage as visitor policies and procedures change. Despite these
disadvantages, a well-conceived knowledge wiring gives your consumer support staff the
time they need to write consumer concerns the knowledge wiring isn’t equipped to handle.

Social Media Support

Just well-nigh every visitor on the planet has a social media presence, whether it’s Facebook,
Twitter, and/or Instagram, to name a few. As a result, customers have begun using a
company’s social media finance to get product- and service-related information, pose
questions, and – yes – to complain. As a result, these finance require a defended social media
manager to make sure your customers’ concerns are promptly addressed.

The biggest downside to social media as a support waterworks is that customers often mutter
well-nigh poor experiences they’ve had with a product or service. However, you can turn
these situations into a “win” for both you and your customers by publicly addressing their
complaints with honesty and diplomacy. Other customers will see that you super in tendency
well-nigh them and are willing to take whatever steps are necessary to get their issues
resolved.

Live Yack Support

Live yack offers is an spanking-new option for customers who want to speak with a human
stuff to get their issues resolved, but who don’t necessarily want to use the phone or email.
Depending on your yack hours of operation, a consumer can get first-hand support, often
while in the middle of purchasing your product or service.

Recent research revealed that 73 percent of the customers who used live yack were
“satisfied” or “very satisfied” with the experience. It can, therefore, be an constructive ways
of increasing sales.

In order for this system to work well, your live yack teachers must have spanking-new
written liaison skills and be worldly-wise to successfully handle multiple inquiries during
high-volume periods. And when yack isn’t available, you’ll need to provide customers with
volitional channels to get their questions answered.

Email Support

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Email is a fast and easy-to-use way for customers to get their questions answered. It is cost-
effective in that it only requires an email write where customers can contact you and support
staff to wordplay their questions. Email moreover lets your support team include links to your
website and nail files that provide the specific information your customers are searching for.

Of course, customers don’t want to wait forever for a response, so you’ll need to get when to
them within 24 hours of their initial contact. And by all means, don’t be one of the 62 percent
of companies that don’t plane scarecrow to respond to emails they receive from their
customers.

Phone Support

Phone support is probably the oldest form of consumer service misogynist today. Whether
you have a fully staffed undeniability part-way or just a few individuals responding to
consumer calls, they need to know your products and services inside out and have spanking-
new oral liaison skills. Your phone support team moreover needs to be courteous, patient and
ruminative to consumer needs.

You’ll moreover need a defended Interactive Voice Response (IVR) system for phone
support to work well. While IVR systems are worldly-wise to route calls to the department
where customers will get the weightier answers, an over-reliance on streamlined voice
response may turn off customers who want increasingly human-to-human interaction.

The number and type of consumer service channels you segregate will depend on many
factors, including the nature of your business, who your customers are, and how much money
you have to spend. A multi-channel tideway guarantees your customers have a way of
contacting you day or night to get their questions answered. Be sure to communicate your
consumer service goals to your team so everyone’s on the same page.

13. Most Worldwide Types of Consumer Needs

Product Needs

Functionality

Customers need your product or service to function the way they need in order to solve their
problem or desire.

Price

Customers have unique budgets with which they can purchase a product or service.

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Convenience

Your product or service needs to be a user-friendly solution to the function your customers
are trying to meet.

Experience

The wits using your product or service needs to be easy -- or at least well-spoken -- so as not
to create increasingly work for your customers.

Design

Along the lines of experience, the product or service needs a slick diamond to make it
relatively easy and intuitive to use.

Reliability

The product or service needs to reliably function as advertised every time the consumer wants
to use it.

Performance

The product or service needs to perform correctly so the consumer can unzip their goals.

Efficiency

The product or service needs to be efficient for the consumer by streamlining an otherwise
time-consuming process.

Compatibility

The product or service needs to be uniform with other products your consumer is once using.

Service Needs

Empathy

When your customers get in touch with consumer service, they want empathy and
understanding from the people profitable them.

Fairness

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From pricing to terms of service to contract length, customers expect fairness from a
company.

Transparency

Customers expect transparency from a visitor they're doing merchantry with. Service outages,
pricing changes, and things breaking happen, and customers deserve openness from the
businesses they requite money to.

Control

Customers need to finger like they're in tenancy of the merchantry interaction from start to
finish and beyond, and consumer empowerment shouldn't end with the sale. Make it easy for
them to return products, transpiration subscriptions, re-tread terms, etc.

Options

Customers need options when they're getting ready to make a purchase from a company.
Offer a variety of product, subscription, and payment options to provide that self-rule of
choice.

Information

Customers need information, from the moment they start interacting with your trademark to
days and months without making a purchase. Merchantry should invest in educational blog
content, instructional knowledge wiring content, and regular liaison so customers have the
information they need to successfully use a product or service

14. Well-spoken Liaison and point of contact

Paired with well-judged listening, well-spoken liaison is one of the most important skills that
consumer service could teach you that is valuable in scrutinizing any role. Consumer service
training teaches you how to be an constructive point of contact between the visitor and the
customer, delivering to them the information they need quickly and in a way that doesn’t
indulge room for misunderstanding. This encompasses all channels of communication, which
includes phone, e-mail and social media.

In project management, you must be worldly-wise to unmistakably communicate with your

team as well as superiors and clients to ensure that everyone has the information they need to
maintain a unrepeatable level of progress. Without this communication, a project can hands
fall untied and a few misunderstandings or a lack of information can compromise any
potential progress. If a job is washed-up incorrectly, you and your team run the risk of paying
in dearly – either with time or money – to fix it and get a project on track. The last thing you
want is to play the ‘blame game’ when the only real problem was a lack of communication.
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15. What Is a Consumer Need?

A consumer need is a motive that prompts a consumer to buy a product or service.

Ultimately, the need is the suburbanite of the customer's purchase decision. Companies often
squint at the consumer need as an opportunity to resolve or contribute surplus value when to
the original motive.

An example of consumer need takes place every day virtually 12:00 p.m. This is when people
uncork to wits hunger (need) and decide to purchase lunch. The type of food, the location of
the restaurant and the value of time the service will take are all factors to how individuals
decide to satisfy the need.

Below are the most worldwide types of consumer needs -- most of which work in tandem
with one flipside to momentum a purchasing decision.

In this article, we're going to explore how to vamp and sustain customers based on meeting
their inherent needs and imposing value. For lunch, this could be a special promotion, a short
wait time, or a post-dining thank-you email. If companies can uncork to make changes
surpassing their customers' needs aren't fulfilled, this can ultimately lead to growth,
innovation, and retention.

To self-mastery a consumer needs wringer successfully, you need to do the following:

Customer Needs Wringer Survey

The consumer needs wringer is typically conducted by running surveys that help companies
icon out their position in their respective competitive markets how they stack up in terms of
meeting their target customers' needs.

The survey should primarily ask questions well-nigh your trademark and competitors, as well
as customers' product sensation and trademark attitudes in general.

Questions can include:

• Questions well-nigh positive and negative word associations with your brand

• Questions asking customers to group your trademark in with similar and/or competing
brands

• Questions comparing and sorting brands equal to their preferences for usage

You can learn increasingly well-nigh which questions to ask in this survey in our guide and
this guide from dummies.

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Means-End Analysis

Once you've conducted the consumer needs wringer survey, you can use the answers to get a
fuller picture of the reasons why your customers purchase from you, and what makes your
product or service stand untied from your competitors'.

A means-end wringer analyzes those answers to determine the primary reasons why a
consumer would buy your product. Those proprietrix reasons can be divided into three main
groups:

Features: A consumer buys a product or service considering of the features included in the
purchase. If the consumer were ownership a computer, for example, they might buy it
considering it's smaller and increasingly lightweight than other options.

Benefits: A consumer buys a product or service considering of a benefit, real or perceived,

they believe it will offer them. The consumer might moreover buy the computer considering
it syncs hands with their other devices wirelessly.

Values: A consumer buys a product or service for unique, individual values, real or
perceived, they believe it will help them fulfil. The consumer might think the computer will
help them to be increasingly creative or originative and unlock other personal or professional
originative opportunities.

As you might imagine, these reasons for purchasing something can vary from consumer to
customer, so it's important to self-mastery these consumer surveys, collect the answers, and
group them into these three categories. From there, you can identify which of those
motivating factors you're solving for, and which you can modernize on to make your product
or service plane increasingly competitive in the market.

How to Solve for Consumer Needs

What stops customers from meeting their needs with your services or products? The first step
to solve a problem is to put yourself in your customer's shoes: If you were the consumer when
we purchase your goods, use your technology, or sign up for your services, what would prevent
you from achieving ultimate value?

Offer resulting visitor wide-messaging

Provide instructions for easy adoption

Ask customers for feedback

Nurture consumer relationships

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Solve for the right consumer needs

This list includes worldwide consumer pain points and proactive steps to develop customer-
first values.

Offer resulting company-wide messaging.

Too often customers, get unprotected up in the "he said, she said" game of stuff told a product
can do one thing from sales and flipside from support and product. Ultimately, customers wilt
tumbled and are left with the perception that the visitor is disorganized.

Consistent internal communications wideness all departments is one of the weightier steps
towards a customer-focused mind set. If the unshorten visitor understands its goals, values,
product, and service capabilities, then the messages will hands translate to meet the consumer
need.

To get everyone on the same page, organize sales and consumer service meetings, send out
new product emails, provide robust new employee on boarding, require quarterly trainings and
seminars, or staff host webinars to share important projects.

Provide instructions for easy adoption.

Customers purchase a product considering they believe it will meet their needs and solve their
problem. However, adoption setup stages are not unchangingly clear. If weightier practices
aren't specified at the start and they don't see value right away, it's an uphill wrestle to proceeds
when their trust and undo bad habits.

A well-thought post-purchase strategy will enable your products or services to be usable and
useful.

One way companies proceeds their customers' sustentation is providing in-product and email
walkthroughs and instructions as soon as the consumer receives a payment confirmation. This
limits the confusion, technical questions, and distractions from the first-hand post-purchase
euphoria.

A consumer education guide or knowledge wiring is essential to unhook proper consumer

adoption and stave the ‘floundering effect' when customers are stuck. Other companies provide
new consumer on boarding services, host live demos and webinars and include event and
promotions in their email signatures.

Ask customers for feedback.

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Lean into consumer complaints and suggestions and it will transpiration the way you operate
your business. Criticism often times has negative connotations, however, if you flip problems
to opportunities you can hands modernize your merchantry to fit the customer's needs.

Take consumer suggestions seriously and act on those recommendations to modernize design,
product and system glitches. Most consumer support success metrics is paramount to the
consumer wits and this mentality should trickle lanugo to every speciality of the organization.

To alimony track of this feedback, many companies track and proceeds their feedback through
consumer satisfaction scores, consumer surveys, exploration consumer interviews, social
media polls, or simply a personal email can grab helpful unslanted consumer feedback.

Nurture consumer relationships.

When a consumer buys a product or service, they want to use it right yonder and fulfil their
first-hand need. Whether they are delighted within the first hour, week, or a month, it's
important to constantly think well-nigh their future needs.

Proactive relationship-building is essential to prevent customers from losing their post-

purchase excitement and ultimately churning. If customers stop hearing from you and you
don't hear from them this can be a bad sign that their lifespan is in danger.

Companies solve for consumer relationships with a combination of consumer service

structure and liaison strategies. Solve for the long-term consumer need and create a consumer
service team defended to check-ins and consumer retention, show appreciation with rewards
and gifts to loyal customers, host local events, highlight employees that go whilom and
vastitude and communicate product updates and new features.

Solve for the right consumer needs.

Excluding customers from your cohort of merchantry can seem counterintuitive to solve for
your customers' needs. However, understanding whose needs you can fulfil and whose you
cannot is a major step toward solving the right problems. All customers' needs can't be treated
equally and a visitor must recognize which problems they can solve and ones that aren't
aligned with their vision.

To find the right consumer priorities, create proprietrix personas and uncover consumer
trends, squint at customer's long-term retention patterns, establish a well-spoken visitor
vision, provide premier consumer service to valuable customers and communicate with your
platonic consumer in their preferred social media space to capture questions, comments and
suggestions.

Successful start-ups, brick and mortar shops, and Fortune 500 companies unwrinkled all
solve and prioritize consumer needs to stay superiority and establish industry trends.
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The consumer service industry is one that is often misunderstood by those in other
professions. Not much is known well-nigh the skills and knowledge necessary to succeed in
these types of roles, which is why so few professionals realize why expanding the types of
training they receive could profoundly modernize their efficiency in their job role. Enrolling
in a consumer service undertow online is one of the weightier ways for you to goody your
career and reap skills that you might not be worldly-wise to pick up elsewhere in your
industry. Consumer service skills are scrutinizingly universal and relevant to any job role.
This type of training teaches you how to manage people and problems powerfully and
efficiently as well as how to wield yourself to unhook spanking-new results. There are many
useful consumer service skills that project managers in particular can utilize in future
projects.

16. Recommendations

Airports worldwide should focus increasingly on exceeding customers’ expectations today

and planning for an plane largest future that will set them untied from their competitors. By
designing the total airport experience, from the moment the passengers arrived at the parking
zone to the moment they take off will surely hoist the passengers’ wits to the next level. This
can weightier summarised as a branded approach, integrating information, people, technology
and services. ASQ 2013 had indicated the resurgence areas than need to be improved by
KLIA in order to unzip higher passenger satisfaction in the near future – such as walking
loftiness inside the terminal and availability of airport facilities (ATM, internet access, Wi-fi
Lounges). This research will explore a few recommendations to remoter modernize the
passenger wits – not only on operational nature but moreover in terms of visitor strategy for
the sustainability of the airport business.

Customer Value Proposition

An organisation creates value for its consumer to proceeds consumer retention and loyalty that
will in the end translates into profitability. Consumer value proposition has three dimensions:
the physical symbol of the product or services such as price, quality, speed of wordage and
completeness of the service; the relationship that a consumer wits by interacting with the
company; and the emotional request of the visitor or its products and services to the consumer
(Nadia, 2000). As shown unelevated are the proposed consumer value proposition of an airport
merchantry in realising the consumer needs and expectation. The proposed value proposition
will hopefully serve its purpose as the cadre measurements of satisfaction, acquisition,
retention, and market share of the airport’s consumer perspective (Kaplan & Norton, 1996)

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Proposed Airport Customer Value Proposition

Incheon International Airport has established a set of comprehensive strategic objectives that
incorporate the consumer value proposition to support the victory of their Vision – “To wilt a
global hub airport and a leading airport company”. The strategic objectives are focusing in
enhancing operational performance – mainly – to unzip operational excellence in airport safety
and security; modernize passenger and cargo facilitation; maintain service level by facility
resurgence and enhance airport service and operational efficiency by using ICT. In 2014,
Incheon International Airport has been awarded as Weightier Airport Worldwide for nine
subsequent years and the recognition has proved the correlation between the customers’
satisfaction to the merchantry strategy.

Airport branding
The airport is not a destination for air travellers. It is a transition point by connecting people
with merchantry and moreover their love ones. Effective branding strategy provides a positive
impact on airports’ financial performance and image. Understanding the economic value of the
brands and the resulting revenue, impacts that branded consumer experiences provide. An
airport’s trademark is the sum total of all the consumer experiences at an airport, as perceived
by the consumer and stakeholders. Airport brands can be worked either ad hoc - worked by the
customers’ perceptions of the typical experiences or strategic - specified and managed by the
airport operator in collaboration with its stakeholders, merchantry partners and airport
employees (Paternoster, 2007). The trademark represents the airport’s promises to its
customers.

The weightier airports in the world often unexplored the strategic trademark category. The
trademark will exist in the consumer minds and it will reflect in the thought whenever a
consumer thinks well-nigh a particular airport. An airport’s logo, tagline and razzmatazz are
not the airport’s trademark but rather should be representations of the brand. Changi
International Airport is known for its successful strategic airport brand. Its management
unmistakably understands the power and the value of their brand, as everything it says or does
is resulting with the brand. By winning over 250 awards, it has been recognised by customers
and stakeholders as an airport that is keeping its promises.

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Integrated Smartphone Apps

Like customers in other industries, passengers expect better, cheaper, and faster services from
airlines and airports. They want real-time information well-nigh flight delays, gate changes,
and special offers. They demand streamlined processes for check-in, transit, and boarding, and
want increasingly higher levels of personalized services. The launching of travel apps on
smartphones have helped to make the journey easier. At every stage of the journey, the
passengers are offered with personalized, real-time information to create a completely seamless
wits from their home to the airport. Using smart and integrated solutions, all airport
stakeholders—airlines, security, operations, concessionaires, and other service providers – can
receive real-time updates on the progress of the passengers’ journey, and are worldly-wise to
offer goods, services, and transportation based on their travel status. Such capabilities will
enable all airports to engage the passengers with relevant and compelling information and
offers. By deploying location based technology, connection to the passenger will permit
continuous, real-time communications anytime, anywhere and will no longer be specified by
key information interchanges at check-in, security check, or boarding.

The apps will provide mobile check-in with the features to reserve parking spot that will
simplify the journey and requite passengers convenience upon inrush at the airport. Real-time
travel services offers information on the status of roads and parking, to help passengers plan
their throw-away time and make choices well-nigh parking and other services. It moreover can
offer premium services, such as valet parking or route switching, if the passenger is at risk of
stuff late. Intelligent travel services, using the location based technology, can track a passenger
via a GPS-enabled smartphones and will help in finding their way, and provide pre-trip travel
information, route translating based on traffic conditions, and flight status. The apps can
moreover provide information and alerts to help the passengers go through the terminal to the
gate, plus personalized hospitality and retail offerings. Location-based services will use the
passengers’ entry and destination details, withal with location information and terminal zones,
to uncontrived passenger through the airport in a way that reduces stress, minimizes queues,
and increases retail sales. The spare information that can enhance the passenger wits are
loftiness of each checkpoints and suggestion on the nearest facilities (i.e. ATM, Washrooms,
Bank, F&B).

Another solution inside the apps that are proved to be useful is the no-queue check-in solutions
that will speed passengers’ process through the airport to their flights. The solution will be
using tagged boarding passes and when combined with remote bag-drop capabilities, allows
passengers to trammels in and leave their tons at the hotel or other remote location. It will
enable them to go straight to security and boarding when they victorious at the airport. The
valise tagging enables airports to snift luggage at a loftiness or out of sight, making it easier to
find misplaced or missing tons and provide up-to-date location information to passengers. It
can operate as an e-boarding pass as well. For passenger on a merchantry trip, the apps can
moreover offer high-end, life-size virtual conferencing to enable “face-to-face” merchantry
meetings virtually the world. The apps will be integrated with the airport consumer relationship
management that enables real-time sense-analyze-respond capabilities and to the extent of

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providing the multilingual speech translations. Other widow value solution that can be widow
to the apps are the mobile purchase of retail and F&B so the passengers can shop at their own
convenience and it can be delivered plane at the throw-away gate.

Creating Seamless Journey by adapting the SMART Airports Model

Giving the passengers with upper level of service at each stage of their journey – fast inrush
and throw-away processing time, interactive information boards, and willing to go the uneaten
mile expressly with staff courtesy and cleanliness will create airport environment that are
enjoyable. During the past decade, technologies such as smartphones, tablets and PCs have
revolutionized the aviation industry, with the greatest impact are on the passenger processing.
By partnering with airlines and other stakeholders, airports can develop the end-to-end
framework for passenger wits and to prefer a customer-centric tideway focused on managing
passengers’ expectation. There are well-spoken benefits from developing an end-to-end
passenger wits framework, that are greater worthiness to up-sell and cross-sell personalized
services based on real-time information and status of the travel environment and worthiness to
use integrated passenger information linked to events and conditions such as weather, traffic,
and seasonal trends over time.

The minutiae of SMART airports model will usher in a new era for both airport operations and
passenger experience. As Smart airports will fully exploit the power of emerging and maturing
technologies, with wide and pervasively deployed sense-analyze-respond capabilities by
enabling the mart of real-time information, deep cross-silo collaboration, and airport-wide
process integration, smart airports significantly modernize operational efficiencies, passenger
services, and wide security capabilities (Fattah, Lock, Buller & Kirby, 2009). There will be a
wholesale process integration among airport stakeholders - airlines, retailers, fuel providers,
caterers, and other ecosystem partners creates new benefits withal the shortened value chain.
The high-level reference Smart airport model tracery is shown below:

Transforming Passenger Experience To Thrive in the New Economy, 2009

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Passengers’ desire to siphon out as many of the processing tasks as possible yonder from the
airport is well-spoken from the recent developments in areas such as check-in, valise waif off
and immigration clearance. They like to have the utmost convenience so they can proceed to
boarding gates. Establishing self-bag-drop solutions by simply permitting the passengers to
petrifaction their tons at a waif bag unit upon inrush at the airports, will provide the
convenience by having the passengers to follow instructions on the screen, scanning the valid
documents and print out the bag-tags themselves. Another new technology is the streamlined
verge crossing. The streamlined verge crossing is quick, easy to use, and failsafe verge
tenancy solutions. The process begins with the passengers placing passports on the scanner,
documents validity and authenticity are verified until the biographic data are stuff checked
versus various databases.
Incheon International Airport uses the passenger number forecasting system that was
established in 2004 to collate airplane schedule and passenger load factors. The data from the
system can be gained in two days in advance, permitting the airport management to predict
the number of passengers expected in any given time. Eventually, the data are then used to
deploy staff as necessary and prepare immigration for peak period.

The latest technology that is worth to mention is The Pods - one of the London Heathrow
Airport’s initiative to enhance the overall consumer experience. The system comprises of
small pods like cars that run withal a stock-still route. The solutions, is describes as
“horizontal elevator” which comprises of small pods are used to ferry passenger between Car
Park and Terminal 5. A single journey will take well-nigh four to six minutes and it has been
proved to be an overwhelming success. In addition, it helps Heathrow to meet its stat
emissions targets, removing the need for virtually 70,000 diesel-burning, by replacing the
traditional hopper bus.

Pod @ London Heathrow

The SMART airport model has been identified to take passenger wits to new heights by
delivering a range of personalized services enabled by seamless mart of passenger data to
visualize needed services.

Providing World Class Surroundings

While mobility and automation help to shape the future of passenger processing, the airport
surroundings still play a big role in setting the standard of passengers expectation while
travelling through the airport. Lifestyle model will create a perception of airport as a hub of
worriedness and excitement not only as a transition point. Great surroundings is often comes
from a unrepealable level of uniqueness which differentiates the airport and makes it special
(DKMA). Living up to the true nature of a lifestyle destination, customers are showcased with
the debut of a myriad of worriedness and entertainment reflecting local culture equal to the
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seasonal themes that not only serve as a marketing wayfarers for the airport facilities and
services but moreover to enhance the cultural wits for the international and domestic travellers.
The easiest way is interpreting local tradition and culture through new vision with the sense of
uniqueness and surprises. All of these initiatives will moreover serve as the lark that will requite
the impact for the perceived waiting time for passengers while they are queuing or using the
airport facilities and services.
Incheon International Airport has unswayable to wilt a “culture-port” by providing the Korean
cultural wits so that every passengers will know what it ways to be Korean. They had ripened
a Korean Cultural Street and the Korean Culture Wits Centre that will walkout the overview of
the distinctive Korean arts and culture. They have moreover organised musical concerts –
outdoor and inside passenger terminal to vamp music fans from all over the world.

Today, airports are bringing in idealism doughboy to replace the days of fast supplies chains,
and stale supplies product at supplies courts. World famous chef, Jamie Oliver opened his
famous signature Italian restaurant and bakery at London Gatwick airport in 2012 and UK
Master doughboy Jury, Gordon Ramsay opened a restaurant at London Heathrow Airport’s
Terminal 5. In addition, restaurants that have been known for their fine dining moreover have
moreover appeared in a few airports worldwide.
7.5.1 Addressing passengers with special needs
Previously, passengers with special needs often squatter difficulties when travelling by air.
Today, airport management are very single-minded to serve and squire passengers with reduced
mobility or other disabilities by providing the unobjectionable information on the services and
facilities. Los Angeles International Airport has published two brochures for passengers with
disabilities, "A Guide for Individuals with Disabilities" and "Information for Travellers with
Disabilities on Disaster Preparedness While at the Airport". The brochures describes services,
facilities and suavity’s offered by the airport to the passengers with disabilities and what to do
if an emergency occurs while passengers with disabilities are at the airport – which include a
van equipped with a hydraulic wheelchair lift that is misogynist on an on-call understructure
and airline terminals which include public telephones with special features – text,
telephones/teletypewriter for the Deaf (TTY) or speech-impaired, hearing-aid compatibility
and unfurling for persons with hearing impairments and wide spaces to unbend wheelchairs.

17. Hypothesis
From the literature review and on the under structure of the relationship the pursuit hypotheses
is used to guide the study and have been formulated for testing:
Consumer satisfaction has an influence on the relationship between consumer service and
Customer service loyalty.

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Consumer satisfaction has an influence on the relationship between price and consumer
Service loyalty.
Consumer satisfaction has an influence on the relationship between service quality and
Customer service loyalty.
Consumer satisfaction has an influence on the relationship between value-added-services
And consumer service loyalty.
Consumer satisfaction has an influence on the relationship between switching financing and
Customer service loyalty.
Consumer satisfaction has an influence on the joint effect of consumer service, price, and
service
Quality, value-added-services and switching financing on consumer service loyalty.

18. Research Methodology

Every visitor measures how it’s doing through consumer surveys. Whether performed without
a consumer service call, in a follow-up email, or through SMS text, surveys help you maintain
the weightier parts of your customers’ experiences, and prevent repeating any mistakes, all
while giving you a personal squint at the variegated preferences within your target audience.
There are three wontedly wonted methodologies to measure your company’s consumer service,
and the importance of each has evolved over time.

Customer Satisfaction Score As its name suggests, the consumer satisfaction score (CSAT) is
a percentage that reflects how satisfied a consumer is with a company’s service. It’s a sliding
scale, with 0% reflecting no satisfaction, and 100% reflecting well-constructed satisfaction.
The metric is usually placid through questions that ask customers to rank their satisfaction on
a scale of one to five wideness a number of aspects of the experience. CSAT scores have been
widely wonted as a performance indicator, and industry scores are aggregated by the American
Consumer Satisfaction Index. While CSAT scores requite insight into how customers finger
well-nigh your company, they are short-term measures that goof to predict long-term loyalty.
Net Promoter Score The Net Promoter Score (NPS), on the other hand, sorts customers into
three categories: detractors, passives, and promoters. The NPS metric is based on responses to
questions such as “How likely are you to recommend us to someone you know?” The
percentage of detractors, those likely to squint elsewhere for the product, is then subtracted
from the percentage of promoters, who are likely to enthusiastically recommend you to others.
The difference between the two percentages is the Net Promoter Score. Compared to CSAT,
the NPS score is a largest predictor of future consumer behavior, expressly if you follow up
with customers to find out why they ranked the service the way they did.
Customer Effort Score The most recent trend in consumer satisfaction research is the Consumer
Effort Score (CES). The CES measures how much effort a consumer invests in an mart with
your company. While there are multiple ways to phrase a CES survey question, they often ask
customers how much they stipulate or disagree with the statement, “The organization made it
easy to handle my issue.” The higher the number, the less effort it takes for a consumer to work
with your company. Generally, companies who ace the NPS score moreover have upper marks
in the CES, reflecting that customers like companies who make consumer service as easy as
possible. However, just considering a consumer is willing to promote your product doesn’t
midpoint that they had an effortless experience. In fact, studies have shown that CES is two
times largest than the NPS at predicting consumer loyalty.

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Leading organizations capture all three measurements and value each in variegated ways. But
the ultimate goal is consumer loyalty. Increasingly loyal customers provide higher lifetime
value to the organization, meaning extended spending over time. So if you’re not measuring
CES yet, you should be.

Case studies have moreover shown that a unconfined way to reduce effort for customers is
through AI-enhanced self-service. Two-thirds of customers prefer to self-serve, equal to
Gartner, expressly for simple and medium-complexity needs. Considering AI is worldly-wise
to sift through data increasingly quickly than a human, contact part-way leaders are discovering
that virtual teachers unquestionably outperform live teachers wideness dozens of undeniability
types and chats. Companies in various industries – including healthcare, insurance, travel &
hospitality, and increasingly – have experienced consumer effort reduction of up to 60%!

19. Conclusion
Airport worldwide should focus on exceeding consumer expectation by standing to seek
innovative solutions and leverage technology in the identified key areas – passenger
processing, safety & security, airport environment, staff courtesy and consumer feedback
management to serve them better. Customers’ expectation of seamless passenger wits in the
airport environment has lately gained momentum due to the availability of mobile technologies
and products in the market. Beyond world-class airport facilities, efficient operations and
spanking-new consumer service, the airport wits is well-nigh connecting people and enhancing
their lives. With upper growth number of passengers, airports are facing various challenges
related to quality passenger experience. As the consumer satisfaction is the primary goals of
many airports, they cannot tolerate with poor quality service that can influence operations all
the way down, well-expressed the unshortened airport eco system. Airport management should
make strides in airport branding, identifying a holistic consumer value proposition, explore the
latest mobile technologies and delivering an end-to-end passenger wits – the result of putting
its passengers first and at the heart of everything it does.
In the consumer service profession, the consumer and their needs are unchangingly at the
forefront of your mind: you don’t make a visualization without first thinking what the
consequences might be for the customer. Not only that, many consumer service training courses
require you to analyse why it is important to put the consumer first, which offers project
managers a unconfined sense of perspective when it comes to ensuring that the
client’s/customer’s requirements are met through their management of the project. With this
type of training, you won’t need to overanalyse your decisions. Your project management skills
combined with your consumer service skills will indulge you to quickly make choices that will
goody the project as well as the client.

The ROI in improving passenger wits is the increase on non-aeronautical revenues as happy
passenger will buy and spend increasingly than passengers who are the least satisfied. DKMA
had indicated in their studies that airports who were worldly-wise to modernize their year on
year passenger satisfaction levels year on year did so without towers new terminals, latter older
facilities and without radically transforming their airports (DKMA). They only focused on
optimising the passenger wits by identifying and improving what matters most to passengers.

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Spanking-new consumer service helps the passenger finger increasingly at ease and relaxed,
which translates to repeat business, higher spending rates at the concessions, and ultimately
greater net revenues to the airport sponsor. Consumer loyalty will increase passenger spending,
supported by a stepped-up marketing and promotion efforts, which will enhance the airport’s
retail mix, that are the contributory factors to a largest top line performance. In the end the
result of these initiatives will increase in commercial revenues and higher passengers
satisfaction ratings that are crucial for the sustainability of the airport business.

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