News: Customer Service/Care
New report 'connects customer service training and lower air rage risk'
18 May 2009
A new report into passenger behaviour on airlines has been released, discussing the important role of customer service training in preventing incidents of so-called air rage.
Published by Research and Markets, it states that while there are episodes that occur which are not related to their treatment by staff, this area must be studied in more depth.
The report states: "A better understanding of the customer's perception of service and airlines' offerings is one way of addressing the air rage crisis."
It suggests that by teaching staff to react to contributing factors customer service training could successfully prevent incidents from escalating.
The Anger In The Air: Combating The Air Rage Phenomenon document states that questions of passenger expectations, requirements and perceptions must be addressed.
In other news, recent research by IMRG and eDigitalResearch's e-CSI survey has found that satisfaction with staff at e-commerce websites is falling, which could highlight a need for customer service training.
