Aviation customer service Tip of the Week

Telephone Etiquette for a Service Organization

by ServiceElements, Christine Hill - Wednesday May 23, 2012

Although emails and instant messaging have become very popular as social communication tools, the phone call is still very important for doing business. The protocol for speaking on the phone has certain rules of etiquette that most would think are common knowledge. But are they common practice? It is a good idea to revisit the rules of telephone etiquette from time to time with the team so that everyone is consistent in their use of the telephone—including answering calls, making calls, leaving messages when calling out and the voicemail message that answers your own extension when you are not available. There should be a consistent way of answering the phone at your organization. Everyone should have the same greeting when...

The True Source of Customer Satisfaction — A Lesson From the Past

by ServiceElements, Christine Hill - Wednesday May 16, 2012

In 1941, Frederick Roethlisberger wrote a famous article about satisfaction that still holds powerful lessons for every person who is involved in service delivery. Roethlisberger wrote of what became known as theHawthorneexperiments, a series of studies that sought to answer the question: How can employers make employees more productive? At first, researchers fiddled with lighting, temperature, variations in work breaks, and the like. The researchers found that none of these things predicted increased productivity. Slowly but surely, what came to light is that people were more productive when they were more satisfied, but still, what caused satisfaction? The answer soon emerged. People’s satisfaction increased when they...

Netiquette - Effective Email Practices

by ServiceElements, Christine Hill - Wednesday May 9, 2012

Companies expect team members to adhere to the highest possible standards of ethics when conducting business with customers, team members, stockholders and the communities they serve while complying with all applicable laws, rules and regulations that govern our industry. When team members send electronic messages from within the company, they are representing their organization. Before sending any message, it is important to carefully consider whether it is an appropriate representation or whether it might be potentially harmful to the organization, the customers or the team members. Email is the fastest growing channel of customer contact due to its low cost and ease of access. “Netiquette” is the word that defines the...

Exploration- How Teams Communicate With One Another

by ServiceElements, Christine Hill - Wednesday May 2, 2012

In a previous article, we introduced the three key elements of communication that affect team performance according to a recent study measuring the effectiveness of teams. The key elements identified are: Energy – how members contribute to a team as a whole Engagement – how team members communicate with one another Exploration – how teams communicate with one another This week we are looking at the role exploration plays in the communication of effective teams. Exploration involves communication that team members engage in outside their own team. It is essentially the energy between a team and the other teams with which it interacts. The Harvard Business Review study found that higher...

Engagement - How Team Members Communicate With Each Other

by ServiceElements, Christine Hill - Wednesday April 25, 2012

In a previous article, we introduced the three key elements of communication that affect team performance according to a recent study measuring the effectiveness of teams. The key elements identified are: Energy – how members contribute to a team as a whole Engagement – how team members communicate with one another Exploration – how teams communicate with one another This week we are looking at the part engagement plays in the communication of effective teams. Engagement of a team reflects the distribution of energy among team members. If all team members have relatively equal and reasonable high energy with all other members, engagement of the team is extremely strong. However, some teams have...