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Welcome To Servisair

Welcome To Servisair. Who are our customers at Cardiff?. What do we do?. We deliver our service in 5 distinct areas:. Our Service offerings. Ground Handling Airports Cargo Fuelling Lounges. As with everything we do, we focus on a culture of excellence!. Ground Handling.

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Welcome To Servisair

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  1. WelcomeTo Servisair

  2. Who are our customers at Cardiff?

  3. What do we do?

  4. We deliver our service in 5 distinct areas: Our Service offerings • Ground Handling • Airports • Cargo • Fuelling • Lounges

  5. As with everything we do, we focus on a culture of excellence!

  6. Ground Handling • We offer airlines an integrated range of quality Ramp, Passenger and Technical Services across their networks which meet the specific expectations of their passengers. • Our range of services include…

  7. Baggage loading/unloading

  8. De Icing

  9. Passenger Check-in and ticketing

  10. Push-Back and Towing

  11. Airports • We offer a range of specialised services that ease the passenger’s transit through the airport and guarantee safe and fluid operations for airport authorities. • Our range of services include…

  12. Facility Management

  13. Aircraft cleaning

  14. Transportation

  15. Cargo • We operate under a distinct brand, Servisair Cargo. We provide tailor-made solutions throughout the air freight supply chain, from shipper to consignee. Optimizing the interfaces between the airline and the other operators such as freight forwarders, sales agents, customs and shippers Our range of services include…

  16. Aircraft loading / unloading

  17. Trucking

  18. Warehousing

  19. Fuelling • We offer airlines a range of solutions that enable them to optimise all of their fuelling and fuel management processes. • Our range of services include…

  20. Into-plane fuelling

  21. Fuel management services

  22. Lounges • Servisair is the market leader in the provision of common use airport lounges throughout Europe, serving more than 1 million customers per year in over 20 highly equipped and stylized facilities. Our range of services include…

  23. DEALING WITH PEOPLE

  24. As a handling agent, Servisair staff are always in the front line. Our actions will not only reflect on Servisair, but also on the airlines we represent. Dealing with others is a skill like driving or playing golf. Some people are able to do it naturally, others have to work at it. We’re not all great at it so we need to practice and be given the advise and skills required to get it right INTRODUCTION

  25. COMMUNICATION Why do you think it is so important for us to communicate well? We’re passing vital information about safety and security issues Who do you think we would have to communicate with? Passengers, Police, Security, Fellow staff, Caterers, Fuellers, PRM, Crew and Immigration The Oxford English Dictionary defines 'Communicate' as: “to succeed in conveying information, evoking understanding”. Communication is a two way process and we have to think about how we appear to the other person. Research has shown that you have a few seconds to create a lasting impression, so we need to make sure we communicate effectively immediately.

  26. COMMUNICATION So, if we only have a couple of seconds to create a lasting impression we need to think of the following: • What do I look like? • What do I sound like? • What do I say? • How well do I listen and understand?

  27. COMMUNICATION What do we use to send a message? Any message is made up of three parts: • Words we use • Tone of voice • Body language

  28. MESSAGE ELEMENTS How much of the message do you think is made up of each element? 7% Words = 7% 55% 38% Tone = 38% Body language = 55%

  29. MESSAGE ELEMENTS • If you deal with someone face to face you have a good chance of understanding the whole message. • If you talk on the telephone, you immediately lose half the message. • If you send an e-mail there is less than a tenth of the message getting across. Knowing this is important to us as service professionals as it affects the way we deal with people. We need to understand the whole message, and where it can go wrong.

  30. MESSAGE ELEMENTS Imagine a five year old who has just found something on the floor, and they ask you- “what is this?”. What tone of voice would they use? What would their body language be? Now imagine you have done something at work that your boss is not pleased with. They come walking across to you and ask - “what is this?”. What tone of voice would they use? What would their body language be?

  31. MESSAGE ELEMENTS • It's exactly the same words, but with completely different meanings. You have to make sure that your body language says the same thing as what you are saying.

  32. MESSAGE ELEMENTS Another thing to bear in mind is personal space Time for a little exercise

  33. MESSAGE ELEMENTS • Everyone has similar personal space needs. You must be aware that what you find comfortable may not be the same for someone else. • Your tone of voice also effects the way people receive the message. • If you talk quickly, the listeners heart rate and adrenalin flow increase. • Speaking loudly increases the listeners blood pressure and adrenalin flow. • Speaking calmly, smoothly and softly will help to soothe the listener. • In most situations, you will want to speak smoothly and calmly to get your message across. In an emergency though, you will want to speak loudly, clearly, and quickly to get people moving.

  34. STEREOTYPING Another thing that stops you getting your message across is stereotyping. It is where we assume someone will react in a certain way because of how they look or how they act. Can anyone think of any examples of stereotyping that happen every day? How can it stop our message getting across? If we assume knowledge, the information we are conveying may not be understood. It is important to realise we are not all the same. You have to listen and understand each individual and respond accordingly. Occasionally, you will be surprised by some one’s reaction and this is because you have said or done something , and expected a different reaction – you have stereotyped.

  35. BEHAVIOUR Human beings are like animals, and as animals the natural instinct is to see a situation and immediately react. By thinking before we respond, and then adopting the right attitude and behaviour, we have a greater chance of getting the information or outcomes that we want. As professionals, it is our role to break the cycle by adopting a positive attitude, and trying to find a win/win position. The best way to do this is to stay rational and calm.

  36. BEHAVIOUR • One way of doing this is to adopt the five 'A' technique: • Be Aware • Do not get Angry • Decide what to do with Abuse • Maintain a positive Attitude • Be Assertive

  37. Human Factors • Imagine you are a passenger. You have been delayed for four hours, and now you have been told that your flight is cancelled. • How rational are you feeling? • How emotional are you feeling? • What emotions will you have?

  38. Human Factors • Now imagine its 3am on a cold, wet January morning. • The rain is dripping down the neck of your coat, and you are waiting at the • side of the aircraft for the cabin crew to open the doors. • You have already been stood there for 10 minutes, you have been on shift • since 9pm, and have not had a break, all you want is a cup of tea. • How rational are you feeling? • How emotional are you feeling? • What emotions will you have? • How are you going to react if someone asks you if you could just do another job before you go for a cup of tea?

  39. Human Factors All of these feelings and emotions will be building and building and eventually BOOM! It may be a seemingly little thing that sets the other person off, but its as a result of all of the other things that have gone on, and you are just taking the brunt. If you see a situation building, or find yourself in one, do everything you can to stay calm and professional. Again be aware of what is going on.

  40. TOOLS AND TECHNIQUES There are some techniques you can use to try and get the other person to calm down too. One of the first things is to win their trust. You can do this by listening to them, and showing that you understand their situation. Empathy can play a big part in helping to calm the other person down. Empathy works because it acknowledges peoples feelings, they recognise that you are listening and taking them seriously and they will normally calm down.

  41. TOOLS AND TECHNIQUES • It is not just about saying the words, but it is about: • Putting yourself in their shoes • Acknowledging their feelings • Standing next to the 'I am seeing it from your point of view‘ You can use phrases like: • “I can see you are angry” • “I can understand how frustrating that is” • “These delays are very frustrating”

  42. TOOLS AND TECHNIQUES • If you EVER feel unsafe, you MUST move away from the situation and seek assistance. There are a number of people on each station trained specifically to deal with extremely difficult situations. • What else could you do to defuse the person? • Do not ignore the situation • Take the concerns seriously • Give the person accurate information • Do not waffle or lie • Do not shout, or patronise the person It all comes down to dealing with the other person with respect. If you do this, behave professionally, listen, communicate clearly and give impression that you are willing to help (even when there is little that you can do), you will normally be able to clam things down.

  43. Service Standards • Be willing to help customers and be attentive to their needs • Focus on the customers, respond to their individual needs • Be involved and proactive • Make every effort to meet the customers needs and help them • Be courteous and friendly • Be tactful, warm and friendly • Be impeccably dressed and well mannered • Respect the uniform standards and personal presentation • Deliver a high level of expertise • Give efficient, reliable service in all circumstances • Provide relevant information regularly • Give all available information in a clear precise way • Create a welcoming environment

  44. Progression with Servisair

  45. Progression with Servisair • Here’s just a couple of examples of our local staff who have progressed within Servisair here at Cardiff

  46. Passenger Service Agent – Adrian Evans Adrian has worked for the company for 10 years starting as a ramp agent and then made the move to passenger services and has stayed ever since. “I enjoy the different challenges that face us everyday, I love the interaction between different departments and general public.” Job Opportunities

  47. Passenger Service Agent • Skills and Qualities Required • Excellent communication skills • Self motivated • Excellent customer service skills • Good time keeping • Key Responsibilities • Checking-in • Meeting and boarding flights • Passport and visa checks • Dealing with general passenger enquiries • Ensuring health, safety and security measures are met

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