Flight Attendants and Dealing with Customer Service Issues In-flight
Flight attendants are basically trained personnel in the field of dealing with clients who are boarding planes to various destinations. Their major role is to ensure that the passengers, who in this case are the customers to specific airlines, are in comfortable hands and receive the best services and comfort possible. As opposed to other modes of transport, travelling by plane is confined to a smaller space with very short distance. This calls for maximum attention to the clients by the attendants to reduce any tension that may arise. We realize that when people are travelling, it is very likely that they are all from different areas, backgrounds and of varying characters. Similarly, they may need different kinds of attention and make varying demands to the attendants. Thus, to successfully ensure all the clients are satisfied by the end of the journey, (U. S Department of Labor, 2008) argues that they need to be sufficiently trained both academically and professionally to handle all sorts of people. This paper is aimed at exploring the customer needs when boarding a flight that begins from the ground to the end of the journey, thus efficiency of the ground attendants as well.
As discussed above, there are several issues that flight attendants need to be familiar with and well equipped to deal with in case they arise in the during the flight or before. This is because they are deliberately trained to facilitate the comfort of the passengers. Where solutions are not readily available, they are required to use due care and apply professional skill to provide a way out that will be satisfactory to the clients. Some of the customer services and situations that require their involvement include:
Ensuring Comfort for Anxious Customers
In an analysis of the requirements of flight attendants and the perceptions of customers regarding the same, Kossmann, (2006) stated that, “most customers perceive the onboard service provided as satisfactory and flight attendants as friendly, helpful and competent” (Pg 55). This is basically from the ground to the point where they get to their specific destinations. Due to the positive perception attached to the attendants, some passengers are quick to pass their anxiety over to them. They may have extraordinary demands and probably fear of the transportation mode especially for the first timers. Thus, it is the attendants’ obligation to ensure they are calmed down regardless of their response. They should maintain the friendly tone all along until they can ensure the passengers are comfortable.
Preparedness for the Clients
Waller, and Debbie, (2007) stated/argued that, “… the flight attendants need to tidy the cabin and prepare for landing” (Pg 23). Most customers, especially first timers may not be very familiar with the rules regarding landing. Thus, they may have many questions to avoid confusion at the time. However, the flight attendants are professionally trained to ensure they trust them and are comfortable enough to follow their lead. They similarly have to deal with distrusting and unsure clients who will be quite unsure of the process they are instructed to follow. Thus, they are required to appropriately prepare them and the designated path or route during landing so that it will not inconvenience the clients. It is therefore clear as argued by (Waller, and Debbie, 2007) that in their relationship with the clients and the course of service provision, preparedness is vital to ensure comfort.
Emergencies Such as Illnesses
It is clear that emergencies can occur at anytime regardless of the place and time. (U.S Department of Labor, 2008) is therefore very elaborate in stating that qualifications of the flight attendants both in and ground should entail good skills in handling emergencies. Though they should have a naturally friendly nature, they should be trained to handle situations that require diligence for professionalism.
For instance, where a client falls ill and needs immediate medical attention, it may be quite challenging since no doctor can be immediately availed when on air. Thus, basic medical training that includes first aid and curbing asthma should be known by the staff. Besides the requirements and obligations to serve them of edible staff, they should also treat this as a customer service. This adds to their major role which as previously discussed, is to ensure the comfort of the clients and knowledge on any necessary matters.
Conclusion
It has been undoubtedly proven that the flight attendants, whether flying or on the ground should be well equipped to deliver to the customers. Generally, the employees should be friendly, social and accommodating in nature before any training begins. This is because these aspects cannot be instilled but are considered inborn. With these in a person, the professional and academic training is offered so that they can be evaluated on their capability to handle different characters in people. Besides this, the flight attendants are the only employees who deal directly with the clients in matters regarding travelling. They therefore form an impression of the company/specific airline and their efficiency in offering services to the customers. Airlines can therefore not compromise in this field since it brands the firms. The most important fact however is for both the clients and attendants to know their place, rights and obligations for peaceful and professional relations.
Works Cited:
Kossmann, Mario. Delivering Excellent Service Quality in Aviation: A Practical Guide for Internal and External Service Providers. Burlington, VT: Ashgate, 2006. Print.
U. S Department of Labor. Occupational Outlook Handbook, 2009. New York: Skyhorse hey Publishing, 2008. Print.
Waller, Trevor, & Debbie Nafte. Flight Attendant. Choosing a career. Gallo Manor, South Africa: Awareness Pub, 2007. Print.
