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.
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.
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.
Download or read book Global Perspectives on Soft Power Management in Business written by Kankaew, Kannapat and published by IGI Global. This book was released on 2023-10-09 with total page 559 pages. Available in PDF, EPUB and Kindle. Book excerpt: Global Perspectives on Soft Power Management in Business provides a comprehensive exploration of the impactful role of soft power in influencing socio-economic dynamics. In today's interconnected world, soft power drives economic growth through the dissemination of beliefs, cultures, shared norms, and popular trends, creating a country's brand image. This edited volume brings together scholars from diverse academic backgrounds to objectively discuss and analyze the sustainable management, design thinking, and integration of soft power. The book delves into the pros and cons of soft power impact, explores soft power knowledge management in different industries, examines soft power marketing and presentation strategies, and investigates the relationship between technology and soft power. Moreover, it emphasizes that success in the global marketplace is not solely reliant on technological advancements, but also on the added value of products through sophisticated services—a concept encompassed by soft power. This book proves invaluable to undergraduate and graduate students studying business, cultural, and hospitality management, as well as professionals in public and private organizations, universities, professors and lecturers, policy makers, and those in the film and music industry.
Download or read book Airline Operations and Management written by Gerald N. Cook and published by Taylor & Francis. This book was released on 2023-05-04 with total page 413 pages. Available in PDF, EPUB and Kindle. Book excerpt: Airline Operations and Management: A Management Textbook presents a survey of the airline industry, with a strong managerial perspective. It integrates and applies the fundamentals of several management disciplines, particularly operations, marketing, economics and finance, to develop a comprehensive overview. It also provides readers with a solid historical background, and offers a global perspective of the industry, with examples drawn from airlines around the world. Updates for the second edition include: Fresh data and examples A range of international case studies exploring real-life applications New or increased coverage of key topics such as the COVID-19 pandemic, state aid, and new business models New chapters on fleet management and labor relations and HRM Lecture slides for instructors This textbook is for advanced undergraduate and graduate students of airline management, but it should also be useful to entry and junior-level airline managers and professionals seeking to expand their knowledge of the industry beyond their functional area.
Download or read book Improving the Airport Customer Experience written by Bruce J. Boudreau and published by . This book was released on 2016 with total page 230 pages. Available in PDF, EPUB and Kindle. Book excerpt: "TRB's Airport Cooperative Research Program (ACRP) Report 157: Improving the Airport Customer Experience documents notable and emerging practices in airport customer service management that increase customer satisfaction, recognizing the different types of customers (such as passengers, meeters and greeters, and employees) and types and sizes of airports. It also identifies potential improvements that airports could make for their customers." -- Publisher's description
Download or read book Mastering Selling Skills written by Hassan El-Zein and published by Hassan El-Zein. This book was released on 2021-01-21 with total page 47 pages. Available in PDF, EPUB and Kindle. Book excerpt: Introduction Selling is a process that proceeds from devising into prospecting, encountering, and then closing. Questions that are related to these four stages must be catered to: · What technological tools must the salespeople be empowered with? · Should a salesperson interact more with existing customers or new customers? · What are the right questions that salespeople should use in addressing prospects? · What are the tactics or strategies to close the sale? After understanding all the critical elements in the selling process, one should have a deeper insight into the essentials of service, communication, and negotiation, without overlooking the importance of cultural and emotional intelligence. Service is all about consistency and catering to the needs of the customers. One of the major needs of the customer is the competitive price. What are the other major needs? What additional needs must be fulfilled for each service or business one is in? Tenacity is a major skill needed by both salespeople and customer service personnel. What are the other necessary skills? What is customer relationship management? Surely, we will answer all of this in a highly concise communicative style! Communication is all about listening, body language, proper usage, and skills of both e-mail and telephone operations, as well as presentation skills such as PowerPoint. This book has a section called “Helicopter View” that will concisely explain CRM sales and service as well as major useful shortcuts in PowerPoint. Communication must also be clear, concise, and complete. Based on this, this eBook is built! Negotiation is all about planning and anticipating. One must be well prepared to overcome impasses, know his or her reservation prices, master the major negotiation tactics, and counter them meticulously. This is not all! What happens if you have to sell something abroad? Do you have the necessary cultural intelligence? How much knowledge do you have of various cultures? What is your level of adaptation? And is that motivating enough to you? In addition to the cultural quotient, we will also cover the criticality of the emotional and adversity quotients. As you can see, selling requires a lot of skills. Yet if you attain them all as this eBook will guide you, it is guaranteed you can sell any good product or service!
Download or read book Airport Passenger related Processing Rates Guidebook written by Michael James Cassidy and published by Transportation Research Board. This book was released on 2009 with total page 127 pages. Available in PDF, EPUB and Kindle. Book excerpt: TRB's Airport Cooperative Research Program (ACRP) Report 23: Airport Passenger-Related Processing Rates Guidebook provides guidance on how to collect accurate passenger-related processing data for evaluating facility requirements to promote efficient and cost-effective airport terminal design.
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:
Download or read book The Global Airline Industry written by Peter Belobaba and published by John Wiley & Sons. This book was released on 2015-07-06 with total page 536 pages. Available in PDF, EPUB and Kindle. Book excerpt: Extensively revised and updated edition of the bestselling textbook, provides an overview of recent global airline industry evolution and future challenges Examines the perspectives of the many stakeholders in the global airline industry, including airlines, airports, air traffic services, governments, labor unions, in addition to passengers Describes how these different players have contributed to the evolution of competition in the global airline industry, and the implications for its future evolution Includes many facets of the airline industry not covered elsewhere in any single book, for example, safety and security, labor relations and environmental impacts of aviation Highlights recent developments such as changing airline business models, growth of emerging airlines, plans for modernizing air traffic management, and opportunities offered by new information technologies for ticket distribution Provides detailed data on airline performance and economics updated through 2013
Download or read book Foundations of Airline Finance written by Bijan Vasigh and published by Routledge. This book was released on 2014-11-13 with total page 802 pages. Available in PDF, EPUB and Kindle. Book excerpt: In recent years the airline industry has experienced severe volatility in earnings, with airlines recording periods of substantial profits that are closely followed by periods of financial distress. This trend has continued into the new millennium, with numerous examples of airlines across the globe entering bankruptcy protection or liquidating. The text provides an introduction to both the basics of finance and the particular intricacies of airline finance where there can be significant fluctuations in both revenues and costs. This new edition also includes: capital budgeting management of current assets financial risk analysis fuel hedging aircraft leasing This textbook contains chapters that cover unique aspects of the aviation financial decision-making process. These include a rigorous and structured presentation of the buy versus lease decision that is prevalent in the industry, a valuation process for aviation assets, the recent trend toward privatization and the difficulty inherent in the valuation of a publicly-owned or semi-publicly owned asset. The Foundations of Airline Finance, now in its second edition, is an introductory text that can be used either as a general financial text or in a specialized class that deals with aviation finance in particular.
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 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt:
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.
Download or read book Airplane Flying Handbook Faa H 8083 3b Full Version written by Federal Aviation Administration and published by Createspace Independent Publishing Platform. This book was released on 2018-05-12 with total page 348 pages. Available in PDF, EPUB and Kindle. Book excerpt: Airplane Flying Handbook Front Matter Table of Contents Chapter 1: Introduction to Flight Training Chapter 2: Ground Operations Chapter 3: Basic Flight Maneuvers Chapter 4: Maintaining Aircraft Control: Upset Prevention and Recovery Training (PDF) Chapter 5: Takeoffs and Departure Climbs Chapter 6: Ground Reference Maneuvers Chapter 7: Airport Traffic Patterns Chapter 8: Approaches and Landings Chapter 9: Performance Maneuvers Chapter 10: Night Operations Chapter 11: Transition to Complex Airplanes Chapter 12: Transition to Multiengine Airplanes Chapter 13: Transition to Tailwheel Airplanes Chapter 14: Transition to Turbopropeller-Powered Airplanes Chapter 15: Transition to Jet-Powered Airplanes Chapter 16: Transition to Light Sport Airplanes (LSA) Chapter 17: Emergency Procedures Glossary Index
Download or read book Guide to Hygiene and Sanitation in Aviation written by World Health Organization and published by World Health Organization. This book was released on 2009 with total page 72 pages. Available in PDF, EPUB and Kindle. Book excerpt: The third edition of A Guide to Hygiene and Sanitation in Aviation addresses water, food, waste disposal, cleaning and disinfection, vector control and cargo safety, with the ultimate goal of assisting all types of airport and aircraft operators and all other responsible bodies in achieving high standards of hygiene and sanitation, to protect travellers and crews engaged in air transport. Each topic is addressed individually, with guidelines that provide procedures and quality specifications that are to be achieved. The guidelines apply to domestic and international air travel for all developed and developing countries.
Download or read book Practical Handbook of CUSTOMER SERVICE OPERATIONS written by Warren Blanding and published by Springer Science & Business Media. This book was released on 2012-12-06 with total page 573 pages. Available in PDF, EPUB and Kindle. Book excerpt: Even the most casual reader leafing through the pages of this book will quickly realize that it is not the thoughts of one indi vidual set down on paper, but rather the synergism of many people. Herbert Goeler of American Cyanamid and Keith Slater of Johns-Manville, the latter now retired, are certainly the brightest stars in my particular customer service galaxy. They have been well-springs of information, thinkers and thought starters, friends and fellow-believers, for almost two decades. Without the encouragement and inspiration they gave me, this book would be much shorter and far less relevant. In 1984, my firm presented Herb and Keith with our special "Patron Saint" Award; it doesn't say nearly enough for what they have meant to me personally and, through me, to the field of customer service management where I disseminate ideas and guidance as an editor and teacher. Some years ago, the American Management Associations asked me to chair a series of seminars on Customer Service Management in the U. S. and Canada. Through this activity I met many wonderful people who in many cases taught me more than I taught them.
Download or read book Airline Economics written by George W. James and published by Free Press. This book was released on 1982 with total page 370 pages. Available in PDF, EPUB and Kindle. Book excerpt:
