Don't take it for granted that passengers are professionals, and don't take it for granted that passengers can fly: publicize more knowledge such as "airline weather will also cause flight delays", "you can't take off without the permission of the tower", "Civil Aviation Administration has compensation standards for delays" and "plane crash is illegal" so that as many passengers as possible can understand, and civil aviation work will be better. These publicity and education should have been made by CAAC and airlines.
The "product" of an airline is "aviation service".
The "customers" of airlines are "passengers".
The "product brochure" of the airline-I don't think I have seen it except the safety instructions on the seat. Airline staff should have good working mood (depending on the company's management ability), patient attitude and excellent service skills. When there is a delay, explain it several times, bring a glass of water, ask how warm and cold it is, send some small souvenirs, and cash the compensation in time according to the regulations (don't always be afraid of spending money or hesitating, compensate when it is time to compensate, and adjust the plane immediately when it is time to adjust the plane, and the loss of reputation and image will always be the most lasting and terrible for a company ~). We can fundamentally solve these conflicts. When there are contradictions, leaders should appear to solve the problems for employees-what are leaders used for, and leaders are used to solve difficulties for employees ~
After the conflict, the airline and airport should be explained and publicized to the media by the personnel who handle the relationship between the public and the airport, so as to avoid the unprofessional media from publishing news wrongly and affecting the image of the airline and airport.
Chapter two, service communication theory. Service is not a job, but a form of interpersonal communication. As a form of human communication, service is interactive, knowledgeable and emotional, and the service result is the same. Establish a new service concept for service personnel. Open up new ideas. Service communication tools, language and non-language make service personnel understand language and non-language is the way to understand passenger psychology; Be good at using your own language and non-language to serve passengers well.
The fourth chapter, people are not vegetation, and the communication between people is actually an emotional exchange, emotional exchange. The characteristics of emotions, the internal reflection of emotional changes, the performance and actions of emotional changes in service communication, and the emotions of service personnel in service communication. Let the service personnel know the importance of emotion in service communication, and make it clear that both the passenger's emotion and the service personnel's emotion will affect the service quality.
Chapter one, correctly understand the particularity of civil aviation passenger service. Correctly understand the particularity of service products and service communication
Chapter two, the service consciousness of civil aviation passenger service personnel. Correctly understand our clients, realize that civil aviation products are services, and realize the true meaning of services. The competition in the market is actually the competition of services, and services are equal to the survival of enterprises. The whole meaning of service is to meet the psychological needs of passengers. Service point and best service point. Provide reliable service.
Chapter III Ability and Quality of Civil Aviation Passenger Service Personnel. The service personnel's abilities of observation, attention, expression, persuasion and listening.
Chapter four: General conditions to meet passengers' psychological needs in the process of civil aviation passenger service. All service personnel must make the service process procedural, the operation process standardized, the multi-service consciousness strengthened and the service process integrated.
Pay attention and listen carefully when answering passengers' calls. Pay attention to your words and intonation, and be patient and careful. Control your emotions. The ticket office should actively and enthusiastically serve the passengers, and carefulness is an important part of the ticket office. The service staff at the ticket office should have a sense of service marketing. Chapter VI: Conditions for the check-in office to meet the psychological needs of civil aviation passengers. The psychological needs of civil aviation passengers at the check-in office and the conditions for the check-in office to meet the psychological needs of passengers. To clarify the nature of check-in work, the service personnel at the check-in office must grasp the psychological needs of passengers and provide services in a targeted manner. Patiently control your emotions and take necessary care to serve the oversold passengers.
Chapter VII: Conditions for waiting rooms to meet passengers' psychological needs. Psychological needs of passengers in the waiting room when the flight is abnormal. Psychological needs and characteristics of passengers when inbound and outbound flights are delayed or cancelled. It is necessary to clarify the importance of lounge service and the difficulty of abnormal flights. The delay and cancellation of flights need our high-quality service, how to deal with the complaints and excessive words and deeds of passengers with abnormal flights, and how to deal with individual so-called "mass leaders".
Chapter eight, aviation service conditions to meet passengers' psychological needs. Psychological needs of passengers in aviation service. Safety and comfort requirements. The conditions for flight attendants to meet the psychological needs of passengers are clear, and their words and deeds represent the airlines and the motherland. For the psychological needs of comfort. Flight attendants should have the ability to deal with emergencies.
Chapter 9, luggage inquiry service. As baggage inquiry service personnel, they should understand and master the psychology of passengers. There is a big psychological gap between passengers, and it is more obvious to be anxious to know the whereabouts of your luggage than to get it and ask for compensation.
Chapter X Conditions for Civil Aviation Hotels, Restaurants and Shopping Centers to Meet the Psychological Needs of Passengers. XI, psychological needs and services of special passengers in civil aviation. Special services for the elderly, the sick and disabled, VIP passengers, first-time passengers, first-class and business class services, and membership services.
Chapter 12, service compensation. Conflicts, complaints and services of passengers in the process of civil aviation passenger service. Causes of conflicts and complaints, general psychology of conflicts and passengers' complaints, countermeasures and services to deal with conflicts and complaints.