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A Practical Guide To Airline Customer Service
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Book Synopsis A Practical Guide to Airline Customer Service by : Colin C. Law
Download or read book A Practical Guide to Airline Customer Service written by Colin C. Law and published by BrownWalker Press. This book was released on 2018-04-16 with total page 302 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Practical Guide to Airline Customer Service is a textbook written for airline executives and undergraduate students who are preparing for a career in the airline service industry. Those working in similar functions and fields can also benefit from this book. This book primarily focuses on the importance of customer service in the airline industry. This includes basic airline operations and essential communication skills, and how airline service agents interact with passengers at every contact point of the travel process. A Practical Guide to Airline Customer Service is a must-read for those who seek a rewarding career in the airline industry.
Book Synopsis A Flight Attendant's Essential Guide by : Colin C. Law
Download or read book A Flight Attendant's Essential Guide written by Colin C. Law and published by BrownWalker Press. This book was released on 2019-08-15 with total page 502 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Flight Attendant's Essential Guide is written for airline executives, university lecturers who specialize in the airline industry, and for undergraduate students preparing for a career as a flight attendant. Those working in passenger, aircraft, airport as well as general communications at an airport or aircraft can benefit from this book though a thorough understanding the responsibilities of flight attendants. This textbook primarily focuses on the passenger aspect of in-flight service, including operations and communication skills, and how flight attendants interact with passengers at each phase of a flight.
Book Synopsis Airline Operations by : Peter J. Bruce
Download or read book Airline Operations written by Peter J. Bruce and published by Routledge. This book was released on 2017-11-15 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written by a range of international industry practitioners, this book offers a comprehensive overview of the essence and nature of airline operations in terms of an operational and regulatory framework, the myriad of planning activities leading up to the current day, and the nature of intense activity that typifies both normal and disrupted airline operations. The first part outlines the importance of the regulatory framework underpinning airline operations, exploring how airlines structure themselves in terms of network and business model. The second part draws attention to the operational environment, explaining the framework of the air traffic system and processes instigated by operational departments within airlines. The third part presents a comprehensive breakdown of the activities that occur on the actual operating day. The fourth part provides an eye-opener into events that typically go wrong on the operating day and then the means by which airlines try to mitigate these problems. Finally, a glimpse is provided of future systems, processes, and technologies likely to be significant in airline operations. Airline Operations: A Practical Guide offers valuable knowledge to industry and academia alike by providing readers with a well-informed and interesting dialogue on critical functions that occur every day within airlines.
Book Synopsis International Aviation Law by : Ron Bartsch
Download or read book International Aviation Law written by Ron Bartsch and published by Routledge. This book was released on 2016-05-23 with total page 380 pages. Available in PDF, EPUB and Kindle. Book excerpt: International Aviation Law: A Practical Guide explains the international context and application of the law as it applies to commercial and recreational aviation, and to the broader aviation environment. It provides a comprehensive introduction to all aspects of aviation law from criminal law to contract law to the legal duties and responsibility of aircrew and other aviation personnel including airport operators, air traffic controllers and aircraft engineers. Each area of the law is clearly explained in accessible language and supported with practical case studies to illustrate the application of the law within an operational aviation context. It also provides advice on how to avoid or minimize legal liability for aviation practitioners and enthusiasts.
Book Synopsis Delivering Excellent Service Quality in Aviation by : Mario Kossmann
Download or read book Delivering Excellent Service Quality in Aviation written by Mario Kossmann and published by Routledge. This book was released on 2017-03-02 with total page 214 pages. Available in PDF, EPUB and Kindle. Book excerpt: A practical and realistic guide for both external and internal service providers in an aviation context to implementing an effective way to control the service quality as perceived by their customers, Delivering Excellent Service Quality in Aviation is essential for those service providers that are not yet systematically managing their service quality. Offering a step-by-step and easy to understand framework, it also enables those service providers that are already proactively managing their service quality to build new techniques into current practice for maximum effect. By using this guide, decision-making as well as budget and capacity planning can be optimized and justified to any stakeholders in the service operation. Customer satisfaction can be improved considerably over time and, thereby, profits (or budget allocation for internal service providers). Crucially, the improvements the book provides can be systematically measured and easily disseminated throughout the organization, leading to increased levels of motivation amongst staff.
Book Synopsis Flight Theory and Aerodynamics by : Charles E. Dole
Download or read book Flight Theory and Aerodynamics written by Charles E. Dole and published by John Wiley & Sons. This book was released on 2016-11-21 with total page 384 pages. Available in PDF, EPUB and Kindle. Book excerpt: The pilot's guide to aeronautics and the complex forces of flight Flight Theory and Aerodynamics is the essential pilot's guide to the physics of flight, designed specifically for those with limited engineering experience. From the basics of forces and vectors to craft-specific applications, this book explains the mechanics behind the pilot's everyday operational tasks. The discussion focuses on the concepts themselves, using only enough algebra and trigonometry to illustrate key concepts without getting bogged down in complex calculations, and then delves into the specific applications for jets, propeller crafts, and helicopters. This updated third edition includes new chapters on Flight Environment, Aircraft Structures, and UAS-UAV Flight Theory, with updated craft examples, component photos, and diagrams throughout. FAA-aligned questions and regulatory references help reinforce important concepts, and additional worked problems provide clarification on complex topics. Modern flight control systems are becoming more complex and more varied between aircrafts, making it essential for pilots to understand the aerodynamics of flight before they ever step into a cockpit. This book provides clear explanations and flight-specific examples of the physics every pilot must know. Review the basic physics of flight Understand the applications to specific types of aircraft Learn why takeoff and landing entail special considerations Examine the force concepts behind stability and control As a pilot, your job is to balance the effects of design, weight, load factors, and gravity during flight maneuvers, stalls, high- or low-speed flight, takeoff and landing, and more. As aircraft grow more complex and the controls become more involved, an intuitive grasp of the physics of flight is your most valuable tool for operational safety. Flight Theory and Aerodynamics is the essential resource every pilot needs for a clear understanding of the forces they control.
Book Synopsis Cockpit Confidential by : Patrick Smith
Download or read book Cockpit Confidential written by Patrick Smith and published by Sourcebooks, Inc.. This book was released on 2018-06-05 with total page 378 pages. Available in PDF, EPUB and Kindle. Book excerpt: NEW YORK TIMES BESTSELLER A fascinating fear of flying book from a commercial airline pilot and author of the popular website askthepilot.com. For millions of people, travel by air is a confounding, uncomfortable, and even frightening experience. When you go behind the scenes, however, you can see that the grand theater of air travel is actually fascinating. From the intricate design of airport architecture to the logistics of inflight service, here is everything you need to know about flying. Commercial airlines like to hide the truth from customers and do nothing to comfort nervous fliers. And what's scarier than the unknown? In this aviation book, pilot Patrick Smith breaks down that barrier and tells you everything you need to know about flying, including: How planes fly, and a revealing look at the men and women who fly them Straight talk on turbulence, pilot training, and safety The real story on delays, congestion, and the dysfunction of the modern airport The myths and misconceptions of cabin air and cockpit automation Terrorism in perspective, and a provocative look at security Airfare, seating woes, and the pitfalls of airline customer service The true colors and cultures of the airlines we love to hate Cockpit Confidential is a thoughtful, funny, and at times deeply personal look into the strange and misunderstood world of commercial flying. If you liked other books about airplanes for adults, including Soar by Tom Bunn or Skyfaring, you'll find reassurance, humor, and guidance in Cockpit Confidential. "Anyone remotely afraid of flying should read this book, as should anyone who appreciates good writing and great information." —The New York Times, on ASK THE PILOT "Patrick Smith is extraordinarily knowledgeable about modern aviation...the ideal seatmate, a companion, writer and explorer." —Boston Globe
Book Synopsis Developing Safety-Critical Software by : Leanna Rierson
Download or read book Developing Safety-Critical Software written by Leanna Rierson and published by CRC Press. This book was released on 2017-12-19 with total page 612 pages. Available in PDF, EPUB and Kindle. Book excerpt: The amount of software used in safety-critical systems is increasing at a rapid rate. At the same time, software technology is changing, projects are pressed to develop software faster and more cheaply, and the software is being used in more critical ways. Developing Safety-Critical Software: A Practical Guide for Aviation Software and DO-178C Compliance equips you with the information you need to effectively and efficiently develop safety-critical, life-critical, and mission-critical software for aviation. The principles also apply to software for automotive, medical, nuclear, and other safety-critical domains. An international authority on safety-critical software, the author helped write DO-178C and the U.S. Federal Aviation Administration’s policy and guidance on safety-critical software. In this book, she draws on more than 20 years of experience as a certification authority, an avionics manufacturer, an aircraft integrator, and a software developer to present best practices, real-world examples, and concrete recommendations. The book includes: An overview of how software fits into the systems and safety processes Detailed examination of DO-178C and how to effectively apply the guidance Insight into the DO-178C-related documents on tool qualification (DO-330), model-based development (DO-331), object-oriented technology (DO-332), and formal methods (DO-333) Practical tips for the successful development of safety-critical software and certification Insightful coverage of some of the more challenging topics in safety-critical software development and verification, including real-time operating systems, partitioning, configuration data, software reuse, previously developed software, reverse engineering, and outsourcing and offshoring An invaluable reference for systems and software managers, developers, and quality assurance personnel, this book provides a wealth of information to help you develop, manage, and approve safety-critical software more confidently.
Book Synopsis Practical Safety Management Systems by : Paul R. Snyder
Download or read book Practical Safety Management Systems written by Paul R. Snyder and published by Aviation Supplies & Academics. This book was released on 2019 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The practical guide to transforming your safety program into a functioning safety management system The advent of the safety management system (SMS) has affected all aviation sectors worldwide, and is now required for most domestic and international air operations, through either regulatory (14 CFR Parts 5, 119, or 121) or voluntary compliance. It's easy to be intimidated by the scope and complexity of SMS, but Practical Safety Management Systems distills the concepts and principles into a practical working format. Universities and training organizations will find guidance and resources to create, implement, and maintain a functioning SMS. An SMS must be adapted and continuously improved to meet an organization's mission while reducing risk to the lowest viable level for flight departments, independent contractors servicing the aviation industry, air traffic services, and more. Beyond mere theory, this book encourages hands-on exercise and practical application of SMS concepts and principles to varied industry areas such as flight crews, maintenance, air traffic control, airports, and unmanned aircraft systems (UAS). Beginning with an overview and history of SMS, chapters cover SMS components, costs and development process, approaches to safety culture, human factors, audits and evaluations, and more. Each chapter concludes with review questions. Extensive case studies and references are provided throughout, with additional resources supplied in a "Reader Resources" webpage. Practical Safety Management Systems is a useful guide for transforming your safety program into an up-to-date and beneficial safety management system.
Book Synopsis Practical Guide to Customer Service Management and Operations by : E. Patricia Birsner
Download or read book Practical Guide to Customer Service Management and Operations written by E. Patricia Birsner and published by . This book was released on 1982 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis The Customer is Boss by : John Tschohl
Download or read book The Customer is Boss written by John Tschohl and published by Best Sellers Publishing. This book was released on 1993 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: If all that's been written about customer service in recent years is true, then why don't businesses provide good service on a consistent basis? Tschohl contends the reason is because not enough customers demand it on a consistent basis. His practical advice and guidelines will show consumers how to effectively challenge bad customer service and gain satisfaction in dealing with all types of service providers, including airlines, retailers, and restaurants. (Best Sellers Publishing)
Book Synopsis Aviation Mental Health by : Todd Hubbard
Download or read book Aviation Mental Health written by Todd Hubbard and published by Routledge. This book was released on 2016-04-15 with total page 376 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides an authoritative and practical guide to the assessment, management, treatment and care of pilots and other professional groups within aviation; covering a range of relevant topics, for health and human resources practitioners working in the airline industry. Pilot mental health has, hitherto, been regarded as a specialist topic in aviation medicine. Consequently, practitioners and researchers alike have been forced to consult specialist journals or seek out a relevant chapter on this topic in a general textbook to develop or update their understanding of the relevant issues. This book seeks to remedy this situation by gathering together all of the relevant insights into a single authoritative source gathered from the leading specialists in the field. It aims to cover all of the main relevant issues including the assessment, care, management and treatment of mental health problems, as well as the prevention of mental health problems among this occupational group.
Download or read book Up in the Air written by Greg J. Bamber and published by Cornell University Press. This book was released on 2013-07-15 with total page 237 pages. Available in PDF, EPUB and Kindle. Book excerpt: "And you thought the passengers were mad. Airline employees are fed up, too-with pay cuts, increased workloads and management's miserly ways, which leave workers to explain to often-enraged passengers why flying has become such a miserable experience."—New York Times, December 22, 2007When both an industry's workers and its customers report high and rising frustration with the way they are being treated, something is fundamentally wrong. In response to these conditions, many of the world's airlines have made ever-deeper cuts in services and their workforces. Is it too much to expect airlines, or any other enterprise, to provide a fair return to investors, high-quality reliable service to their customers, and good jobs for their employees?Measured against these three expectations, the airline industry is failing. In the first five years of the twenty-first century alone, U.S. airlines lost a total of $30 billion while shedding 100,000 jobs, forcing the remaining workers to give up over $15 billion in wages and benefits. Combined with plummeting employee morale, shortages of air traffic controllers, and increased congestion and flight delays, a total collapse of the industry may be coming. Is this state of affairs inevitable? Or is it possible to design a more sustainable, less volatile industry that better balances the objectives of customers, investors, employees, and the wider society? Does deregulation imply total abrogation of government's responsibility to oversee an industry showing the clear signs of deterioration and increasing risk of a pending crisis?Greg J. Bamber, Jody Hoffer Gittell, Thomas A. Kochan, and Andrew von Nordenflycht explore such questions in a well-informed and engaging way, using a mix of quantitative evidence and qualitative studies of airlines from North America, Asia, Australia, and Europe. Up in the Air provides clear and realistic strategies for achieving a better, more equitable balance among the interests of customers, employees, and shareholders. Specifically, the authors recommend that firms learn from the innovations of companies like Southwest and Continental Airlines in order to build a positive workplace culture that fosters coordination and commitment to high-quality service, labor relations policies that avoid long drawn-out conflicts in negotiating new agreements, and business strategies that can sustain investor, employee, and customer support through the ups and downs of business cycles.
Book Synopsis Lessons in Loyalty by : Lorraine Grubbs-West
Download or read book Lessons in Loyalty written by Lorraine Grubbs-West and published by CornerStone Leadership Inst. This book was released on 2005 with total page 132 pages. Available in PDF, EPUB and Kindle. Book excerpt: Southwest Airlines has a secret sauce, namely its incredible workforce of leaders at all levels. Lessons in Loyalty is an insider's clear, concise and energizing teachable point of view on how to build such a winning team.
Book Synopsis Elevating Customer Service in Higher Education by : Heath Boice-Pardee
Download or read book Elevating Customer Service in Higher Education written by Heath Boice-Pardee and published by . This book was released on 2018-06-04 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: Elevating Customer Service in Higher Education provides an in-depth guide by three practitioners with decades of combined experience in the higher education and hospitality sectors. Our authors are deeply embedded in customer service initiatives and have certified hundreds of higher-ed professionals at Academic Impressions' customer service trainings and on-campus workshops. In this guide, our authors will walk you through: Core service competencies Strategies for supporting frontline staff in enhancing customer service Examples of customer service scripts for dialogue, phone, voicemail, and email Detailed guidelines for creating physical environments on campus that facilitate better service Worksheets and tools for auditing policies and practices that impact customer service Tips for cultivating faculty and staff buy-in Examples of exemplary customer service initiatives at other colleges and universities REVIEWS "Elevating Customer Service should be read by every administrator who cares about retention and service excellence." - Neal Raisman, N. Raisman & Associates "In today's competitive market in higher education, a partnership between academics and customer service is key to attracting and retaining students. This handbook shows practitioners how to enhance service excellence while maintaining academic integrity." - Bill Destler, President Emeritus, Rochester Institute of Technology "How refreshing and encouraging it is to read a book about customer service on today's college campuses. The reality is higher education today is rapidly changing and models of leading a university are significantly altered in todays environment. Customer service can no longer be viewed as a negative concept on our campuses. Rather, such service is mandated today in whatever form one wishes to call it. Students, parents, employers, and college employees are demanding it. Implementing such measures that change a campus's culture may mean the difference between those colleges that survive and those that do not. The foundations of quality service discussed in this book should be mandatory reading for all college administrators." - David DeCenzo, President, Coastal Carolina University "This insightful book provides a step-by-step guide to assess, evaluate, and implement strategies to improve the effectiveness of any department or division within the academy. The authors provide valuable information and a workable template to enhance the student experience on campus and ultimately improve retention, and recruitment efforts in an era in which colleges and universities are fiercely competing to attract and retain students." - Jim Pillar, Associate Vice President of Housing, Monmouth University "This really made me think about our office environment and how we can work toward improving not only the student experience but the front-line staff experience as well. It truly is a practical guide with relevant activities and things to consider." - Kerri Wilson, Director of Off-Campus Living and Community Partnerships, Rutgers University-New Brunswick
Book Synopsis Customer Service Fundamentals by : Sorin Dumitrascu
Download or read book Customer Service Fundamentals written by Sorin Dumitrascu and published by . This book was released on 2023 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Customer Service Fundamentals: A Practical Guide by Sorin Dumitrascu is a must-read for anyone in the customer service field or looking to improve their customer service skills. The book emphasizes the importance of focusing on the customer and offers practical tips on how to ensure that their needs are met."--Amazon.
Book Synopsis Airline Network Planning and Scheduling by : Ahmed Abdelghany
Download or read book Airline Network Planning and Scheduling written by Ahmed Abdelghany and published by John Wiley & Sons. This book was released on 2018-11-20 with total page 421 pages. Available in PDF, EPUB and Kindle. Book excerpt: A concise resource to the best practices and problem-solving ideas for understanding the airline network planning and scheduling process Airline Network Planning and Scheduling offers a comprehensive resource that is filled with the industry's best practices that can help to inform decision-modeling and the problem-solving process. Written by two industry experts, the book is designed to be an accessible guide that contains information for addressing complex challenges, problems, and approaches that arise on the job. The chapters begin by addressing the complex topics at a broad, conceptual level before moving on to more detailed modeling in later chapters. This approach follows the standard airline planning process and reflects the duties of the day-to-day job of network/schedule planners. To help gain a practical understanding of the information presented, each chapter includes exercises and data based on real-world case studies. In addition, throughout the book there are graphs and illustrations as well as, information on the most recent advances in airline network and planning research. This important resource: Takes a practical approach when detailing airline network planning and scheduling practices as opposed to a theoretical perspective Puts the focus on the complexity and main challenges as well as current practices and approaches to problem-solving and decision-making Presents the information in a logical sequence that begins with broad, conceptual topics and gradually delves into more advanced topics that address modeling Contains international standard airline planning processes, the day-to-day responsibilities of the job, and outlines the steps taken when building an airline network and schedule Includes numerous case studies, exercises, graphs, and illustrations throughout Written for professionals and academics, Airline Network Planning and Scheduling offers a resource for understanding best practices and models as well as the challenges involved with network planning and scheduling.
