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Delta Airlines Project. Salt Lake Community College • 2013 MKTG 1010 • Final Team Project . Welcome!. We are glad to have you here today. Please enjoy!. Day 1 Icebreaker Activity History What customer feels? Story Discussion Lost and Found Feedback game Flight delay/cancelation - PowerPoint PPT Presentation
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Delta Airlines
ProjectSalt Lake Community College • 2013
MKTG 1010 • Final Team Project
We are glad to have you here today.Please enjoy!
Welcome!
OverviewDay 1 Icebreaker Activity
History
What customer feels?
Story
Discussion
Lost and Found
Feedback game
Flight delay/cancelation
Conclusion
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“Lie to me”Day 1 Icebreaker Activity
History of Delta Airlines
History1920s - Delta begins crop dusting and flying mail1950s - Delta expands internationally, pioneers the hub and spoke1990s - Delta purchases Pan Am and becomes a global carrier2000s - Delta launches SkyTeam, acquires Northwest
Employee Behavior Story
It is not a story about lost luggage.It is a story about who to call at the airlines when you feel you’ve been mistreated
Discussion QuestionsWhat Is The Importance of A Customer Service System?Why Is Customer Service Important to Business?
Why Is Customer Service Important to an Organization?How do they motivate employees to have good customer service skills?
How does the customer feel, when things go
wrong?
AngryUpsetFrustratedDisappointedAggressiveDepressedBetrayedHelpless
How to deal with dissatisfied customer?Finding techniques that help you disarm unhappy customers and win them to your site is the key to providing great customer service – even when you really want to kick nasty customers to the curb.
Employee Attitude and Behavior
What can you do?Never get angry or upsetNever take it personallyRemember that you're interacting with a humanIf you promise a callback - call back!Summarize the next steps.
First and foremost – listenBuild rapport through empathyLower your voiceAssume all your customers are watchingKnow when to give in
Why change your Attitude?To acquire new customersTo retain and maintain present customersTo retain and grow sales volume or profit from existing customersTo migrate existing customers through the firm’s product or service portfolio
15 Minute Break
Lost and Found
What can you do?
Try to understand how the customer feels about loosing luggageDon’t take anything personallyBuild rapport through empathyDon’t raise your voiceDon’t get angry or upsetAct professionallyAssist in finding luggageProvide a customer with an action plan
Flight Delay or Cancellation
Reasons Weather
Mechanical Problems
Personal
What can you do?Do what's in the best interest of customers, regardless of the situationNotify customers of all known delays and cancellationsTry to rebook travelers on the next available flightProvide compensationAssist with food and lodgingAssist with accommodation passengers who are delayed overnight. Try to keep the customers calm
What can you do?
Do what's in the best interest of customers, regardless of the situation
Notify customers of all known delays and cancellations
Try to rebook travelers on the next available flight
Provide compensation
Assist with food and lodging
Assist with accommodation passengers who are delayed overnight.
Try to keep the customers calm
“Complaint Department”
GameDrag picture to placeholder or click icon to add
List of Complaints: “You customer service is
terrible, I want my money back” “My luggage from Hawaii is lost” “My flight was canceled. Nobody
informed me” “I’m missing my iPad. It was in
my suit case” “I’ve been waiting here forever.
My flight keeps being delayed”
ConclusionHow does the customer feel?
Dealing with disappointed customers
Lost and Found
Flight Delay / Cancelation
The EndSee you tomorrow!
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Presentation Prepared by:
Ekaterina Kokvinaand
Choi Beomsik
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