NOVEMBER 29, 2019

THE AIRLINES’ ADDRESSING

STYLES IN RELATION TO
THEIR COMPLAINTS AND
PROBLEMS FROM THEIR
CUSTOMERS
CASE STUDY
Presentation

Key topics for discussion

Outline
ABSTRACT
INTRODUCTION
Step One
Step Two
Step Three
Step Four
Step Five
Step Six
Step Seven
Step Eight
Step Nine
INSIGHTS/CONCLUSION
ABSTRACT

Addressing styles are various approaches that airline companies

practice to comprehend, to develop, to address, and recall the
lessons acquired from their customers. This current study sought to
provide information regarding the airlines’ addressing styles in
relation to their complaints and problems from their customers.
Specifically, to determine if there are any different type of
approaches that airline company uses...
the determinants of service quality
were identified utilizing the
SERVQUAL framework. Service quality
was then used as an antecedent to
measure customer satisfaction, a
condition which can bring about brand
and the customers loyalty.
INTRODUCTION
INTRODUCTION

this section covers the essential elements, which are the

background of the study, the describing the research
problems, determining whether there is an ethical dilemma,
identifying and ranking the key values and principles,
gathering information, reviewing any applicable code of
ethics, determining the options, selecting a course of action,
putting the plan into action, and evaluating the results.
 Step One:
STEP Describe the
1 Problem
ONE
The state of the airline industry is strong, however the
problems that plague the airline industry have not
gone away. Based on the research, the world’s 20
busiest airports, alone saw roughly 1.5 billion
passengers pass through its terminal. Meaning, that
no matter how or what the airline do, there will be
problems that will occur. It can be dissatisfied
customers or some facet of the industry under threat.
Travelers expects to have safe and comfortable flight
and some airlines failed to do it.
 Step Two:
Determine
STEP
whether there is
2 an Ethical Issue or
an Ethical
TWO Dilemma
HAVING A GOOD SET OF ATTITUDE OR SHOULD WE SAY
ETHICS IS VERY ESSENTIAL IN EVERY INDUSTRY,
PARTICULARLY IN THE TOURISM INDUSTRY AS THIS
PROVIDE ATTRIBUTES TO A BUSINESS AND MOSTLY, THE
TOURIST THEMSELVES. MAINTAINING ETHICS IN THE
WORKPLACE WILL ALSO HELP THE EMPLOYEES TO HAVE A
GOOD WORK PERFORMANCE. EVERY DAY, AIRLINE
COMPANIES RECEIVE COMPLAINTS FROM ITS PASSENGERS.
COMPLAINTS HAPPEN EVERY DAY AND IT CANNOT BE
AVOIDED. HENCE, IT DID NOT MEET THE PASSENGERS’
EXPECTATIONS TOWARDS THE BUSINESS AND THEY ARE
UNHAPPY WITH THEIR EXPERIENCE.
STEP
Step Three:

3 Identify and
rank the Key
Values and
THREE
Principles
A. OBTAINING CUSTOMER CONCERNS WITH SINCERITY IT IS TO SIMPLY ALLOW
YOUR CLIENT THE TIME AND SPACE TO TALK ABOUT THEIR PROBLEMS AND
CONCERNS OPENLY AND HONESTLY. IT INVOLVES ASKING YOUR CUSTOMER
QUESTIONS THAT ARE RELEVANT TO THEIR CONCERNS AND THE SUBSEQUENT
OUTCOMES THAT THEY WOULD LIKE TO ACHIEVE.

B. SPEND TIME FUTURE FACING WITH PATIENCE AND VIRTUE. THIS IS TO GAIN
MORE CLARITY ABOUT THE IDEAL OUTCOME THAT YOUR CUSTOMER WOULD LIKE
TO ACHIEVE. FUTURE PACING BASICALLY INVOLVES TAKING YOUR CUSTOMER
INTO THE FUTURE USING YOUR IMAGINATION TO FIX THE CONCERN. YOU WILL
ALWAYS LOOK FORWARD TO THE FUTURE RESULT AND BROAD IMAGINATION OF
THE SCENARIO.

C. CREATING A METAPHOR WITH COMMITMENT TO CUSTOMERSYOU SHOULD

NOW BE QUITE FAMILIAR WITH YOUR CUSTOMER CONCERN. IN FACT, YOU
SHOULD NOW FULLY UNDERSTAND THEIR CONCERNS AND PROBLEMS, ALONG
WITH THE DESIRED OUTCOMES THAT THEY WOULD LIKE TO ACHIEVE. AND THE
BEST WAY TO FIX A CONCERN AND LEAD TO A GOOD OUTCOME USE THE
METAPHOR WHICH IS AN IMPLIED COMPARISON THAT BRINGS TOGETHER TWO
DISSIMILAR OBJECTS OR THINGS. THE TWO THINGS THAT ARE BEING COMPARED
MAKE UP THE METAPHOR. THIS WILL RESULT TO A DILEMMA WHICH YOU WILL
PICK THE RIGHT OR GOOD ONE FIX THE CONCERN. IN FACT, METAPHORS ASSIST
US WITH MAKING MORE EFFECTIVE CHOICES AND DECISIONS ABOUT THE
EVENTS AND CIRCUMSTANCES OF OUR LIVES.
Step Four:
The fact that airline companies
Gather your typically dedicated to the transport
of human passenger. passenger
information airlines typically operate afleet of
passenger aircraft that may be
either owned by an airline company
or leased from commericial aircraft
STEP sale and leasing. In light of growing

4
affluence in emerging markets and
increased trade relations between a
number of countries passenger
demand is fueled by tourist and
business people a like many of
airlines business with the
introduction of innovative low-fare
FOUR
business models, which are
abstracting a growing customer
base.
Step Five: Review
any applicable There is a growing interest in the
effectiveness of codes of ethics when it
Code of Ethics comes to guiding or addressing
individuals’ beahvior in the airline
companies. For airline companies, under
the scope of their duties and in going
STEP about their respective business,

5
the directors, statutory auditors and
management of Airport Handling SpA
must comply with the provisions of law
and regulations in all Airline companies
in respective countries in which the
Airline Companies should operate, and
FIVE with this Code of Ethics; they must also
comply with the principles of
correctness, transparency and
objectivity.
 Once you have gone through all
of the steps above, make sure to
Step Six: follow-up with yourcustomer to
ensure that they are satisfied
Determine the with the solution. You’ve done
options everything inyour power to make
it right and address the concerns.
Thank the customer for
bringingthe situation to your
STEP attention and for the opportunity

6
to resolve it. Let the
customerknow that you
appreciate their business and
that you look forward to seeing
SIX them again.
 • Don’t be passive-aggressive
“We’re sorry that you are having this problem” is an infuriating phrase for a customer
to hear. It is nothing more than the deferment of blame.

• Transfer quickly, but explain why

The transferring of calls or concern with another employee. While this problem isn’t
nearly as bad over email, introductions or handing someone off should be handled
with care. Never miss an opportunity to briefly explain to a customer why this
movement will be to their benefit.

• Time is of the essence

Time is important in resolving a customer complaints, once they have done
addressing their complaints/concern you must already know what to do. The truth is
that catching up to the queue grants you time for the most meaningful
conversations. A quick reply will never go out of style.

• Treat customers with genuine respect

Customers want to be treated with respect. The day the employee stop talking to
customer like regular people is the day the employee lose touch and relevance. After
that, they'll start losing customers.
STEP SEVEN: SELECT A
COURSE OF ACTION

Selecting a course of action is when you

will remove the desirable option.
Removing options which can break the
values of an airline companies, and
removing a course of action that cannot
STEP
be done or put on in action by an airline

7
company.

SEVEN
• TRANSFER QUICKLY

• TRANSFERRING
CUSTOMERS ARE NOT A
STANDARD IN AN AIRLINE
 STEP EIGHT: PUT YOUR
PLAN INTO ACTION
STEP

8
The decision we must always choose must undergo
with a certain dilemma that are surely result to a good
decision. In an airline, Employee must it is not jus
protecting themselves but also protect the company
image. By a simple decision we made in a certain
EIGHT
scenario it is already building the image of the airline or
company. Often the one thing preventing people from
achieving our desired objectives comes down to our
behavior patterns. These are the decisions people make
and the things people consistently do on a daily basis
that shape our reality.
1. Always stay set a calm mind - Listening to the customer with
a calm mind and staying focused with the concern he/she is
addressing.

2. Be patient - Always set your mind that "Customer is always

right". Don't speak unless the customer is done addressing
his/her concern.

3. Apologize and make a solution after listening with sincerity -

Always apologize, think & make a solution right away. The
employee will encounter the dilemma which will measure how
the employee set his/her behavior in the workplace. Also how
the employee be a reflective or how broad his mind to create a
scenario to find out the right decision.
 1 . FA M I LY M EM B ERS - I N T ER M S OF T H E
EXP ERIEN CE I N T H E A I R LINE T H E G R EA T
EXP ERIEN CE T H A T COU LD M A K E T H EM
RECOM M EN D T H E A I RLIN E I N T O T H EIR F R I EN D S,
RELA TIVES A N D ET C.

Step Nine: 2 . CLI EN T - I T COU LD G ET A P OS ITIVE F EED B A CK

A N D G A I N M OR E LOY A L CU STOMERS. P EOP LE

Evaluate the
M I G HT I N V EST M ORE I N T H E A I R LIN E A S T H EY F I N D
OU T H OW T H E A I RLINE A D D R ES S C ON C ERN S A N D
COM P LAINTS.

results 3. A G EN CY - I T W I LL H ELP TH EM TO I MP ROVE TH EIR

M A N A G EMENT T H A T COU LD M EET T H E N EED S OR
ST A N D ARDS OF T H E CU S T OMER. I T W I LL A LS O H ELP
T H EM T O G A I N M ORE KN OWLEDGE I N H A N D LIN G
STEP

9
CU ST OM ERS COM P LAIN S A N D H OW T O P R OP ERLY
A D D R ESS T H EIR CON CERNS P ROPERLY.

4 . C O- WORKERS - T H EY C O U LD M A K E T H EM
EFFI CIENT A T W ORK. LEA R N M OR E A B OU T A G OOD
QU A LI TIES OF A N EM P LOY EES ON A N P A R TICU LA R
A I RLINE COM P ANIES A N D T H E V A LU ES T H EY M U S T
NINE H A V E T O ST A Y LOY A L ON A P A R TICULAR C OM P ANY .
INSIGHTS
CUSTOMERS WANT THEIR QUESTIONS ANSWERED AS
QUICKLY AS POSSIBLE AND IN A POLITE MANNER. DOING
THIS SHOWS THAT YOUR COMPANY APPRECIATES THEIR
BUSINESS. SPEAKING EFFICIENTLY SHOWS THAT YOU
ARE KNOWLEDGEABLE ON THE TOPIC OR PROBLEM YOU
ARE SPEAKING TO THE CUSTOMER ABOUT. IT IS ALL
ABOUT GETTING RIGHT TO THE POINT INSTEAD OF GOING
OFF ON A DIFFERENT SUBJECT. AS MENTIONED EARLIER,
CUSTOMERS WANT THE ANSWER FAST. SPEAKING
POLITELY TO YOUR CUSTOMERS IS EXTREMELY
IMPORTANT, AS THIS IS A SIGN OF RESPECT AND A
REFLECTION OF THE COMPANY AND ITS REPUTATION.
MEMBERS
DEL RO S A RI O, JHO MA RL YN L .

DI O S O, JO S EFA GA I L P.

MENDO Z A , JO MA I NNE
JA THREL L K RI A NNE D.

S UMO CO L , K I MB ERL Y F.

TAÑOTE, MARC TRI STAN A.

TRI NI DA D, QUEL V I N A .