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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 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 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 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 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 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.
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 The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business by : Sriram Dasu
Download or read book The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business written by Sriram Dasu and published by McGraw Hill Professional. This book was released on 2013-06-28 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what’s driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: "Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic "Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future "I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great book unlocks." -- Kevin Davis, President and CEO, Bristol Farms "[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services." -- Mary Jo Bitner, PhD, Professor and Executive Director, Center for Services Leadership, W. P. Carey School, Arizona State University "Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations." -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio "This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty." -- Ali V. Kasikci, Regional Managing Director, Orient-Express
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.
Book Synopsis Understanding Flying by : Richard L. Taylor
Download or read book Understanding Flying written by Richard L. Taylor and published by Aviation Supplies & Academics. This book was released on 1992 with total page 342 pages. Available in PDF, EPUB and Kindle. Book excerpt: Talking directly to nonprofessional pilots, this book deals with the principles of flight and the operations associated with flying in a professional way. Various flaws in flying technique are identified, and solutions to these scenarios are discussed.
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 Flying Off Course by : Rigas Doganis
Download or read book Flying Off Course written by Rigas Doganis and published by Routledge. This book was released on 2019-01-10 with total page 435 pages. Available in PDF, EPUB and Kindle. Book excerpt: Aviation is one of the most widely talked about industries in the global economy and yet airlines continue to present an enigma. Between 2010 and 2018 the global airline industry experienced its longest period of sustained profitability; however, huge global profits hid a darker side. Many airlines made inadequate profits or serious losses while others collapsed entirely. This fifth edition of Flying Off Course explains why. Written by leading industry expert, Rigas Doganis, this book is an indispensable guide to the inner workings of this exciting industry. Providing a complete, practical introduction to the fundamentals of airline economics and marketing, it explores the structure of the market, the nature of airline costs, issues around pricing and demand, and the latest developments in e-commerce. Vibrant examples are drawn from passenger, charter and freight airlines to provide a dynamic view of the entire industry. This completely updated edition also explores the sweeping changes that have affected airlines in recent years. It includes much new material on airline alliances, long-haul low-cost airlines, new pricing policies and ancillary revenues in order to present a compelling account of the current state of the airline industry. Offering a practical approach and peppered with real examples, this book will be valuable to anyone new to the airline industry as well as those wishing to gain a wider insight into its operations and economics. For undergraduate or postgraduate students in transport studies, tourism and business the book provides a unique insider's view into the workings of this exciting industry.
Book Synopsis Branded Customer Service by : Janelle Barlow
Download or read book Branded Customer Service written by Janelle Barlow and published by Berrett-Koehler Publishers. This book was released on 2006-09-14 with total page 238 pages. Available in PDF, EPUB and Kindle. Book excerpt: Branding is an integral part of modern business strategy. But while there are dozens of books on branding products and marketing campaigns, nobody has applied the logic and techniques of branding to customer service -- until now. Branded Customer Service is a practical guide to moving service delivery to a new level so that brand reinforcement occurs every time customers interact with organizational representatives. Janelle Barlow and Paul Stewart show how to infuse an entire organization with brand values and create a recognizable style of service that reflects brand promises and brand images.
Book Synopsis Achieving Excellence Through Customer Service by : John Tschohl
Download or read book Achieving Excellence Through Customer Service written by John Tschohl and published by Best Sellers Publishing. This book was released on 1996 with total page 388 pages. Available in PDF, EPUB and Kindle. Book excerpt: Promotes the theory that superior customer service leads to a superior business organisation
Book Synopsis Airline Finance by : Peter S. Morrell
Download or read book Airline Finance written by Peter S. Morrell and published by Routledge. This book was released on 2019-09-30 with total page 263 pages. Available in PDF, EPUB and Kindle. Book excerpt: Air transport industry finance, with its complexity and special needs such as route rights, airport slots, aircraft leasing options and frequent flyer programmes, requires specific knowledge. While there are numerous financial management and corporate finance texts available, few of these provide explanations for the singularities of the airline industry with worked examples drawn directly from the industry itself. Revised and updated in its third edition, this internationally renowned and respected book provides the essentials to understanding all areas of airline finance. Designed to address each of the distinct areas of financial management in an air transport industry context, it also shows how these fit together, while each chapter and topic provides a detailed resource which can be also consulted separately. Supported at each stage by practical airline examples, it examines the financial trends and prospects for the airline industry as a whole, contrasting the developments for the major regions and airlines. Important techniques in financial analysis are applied to the airline industry, together with critical discussion of key issues. Thoroughly amended and updated throughout, the third edition reflects the many developments that have affected the industry since 2001. It features several important new topics, including Low Cost Carriers (LCCs), fuel hedging and US Chapter 11 provisions. The sections on financial statements and privatisation have been expanded, and a new chapter has been added on equity finance and IPOs. New case studies have been added, as well as the latest available financial data. The range and perspective is even greater than before, with significant expansion of material specific to the US and Asia. The book is a key resource for students of airline management, and a sophisticated and authoritative guide for analysts in financial institutions and consultancies, executives in airlines and related industries, and civil aviation departments.
Book Synopsis Managing the Customer Experience by : Shaun Smith
Download or read book Managing the Customer Experience written by Shaun Smith and published by Pearson Education. This book was released on 2002 with total page 284 pages. Available in PDF, EPUB and Kindle. Book excerpt: You need loyal customers, not just satisfied ones. Managing the Customer Experience: Turn Customers Into Advocatesshows you how to manage your customer experience and reap the rewards.
