Delta AirlinesProject Salt Lake Community College • 2013 MKTG 1010• Final Team Project
Welcome! We are glad to have you here today. Please enjoy!
Day 1 Icebreaker Activity • History • What customer feels? • Story • Discussion • Lost and Found • Feedback game • Flight delay/cancelation • Conclusion Overview
Day 1 Icebreaker Activity “Lie to me”
1920s - Delta begins crop dusting and flying mail • 1950s - Delta expands internationally, pioneers the hub and spoke • 1990s - Delta purchases Pan Am and becomes a global carrier • 2000s - Delta launches SkyTeam, acquires Northwest History
Employee Behavior Story It is not a story about lost luggage. It is a story about who to call at the airlines when you feel you’ve been mistreated
Discussion Questions • What Is The Importance of A Customer Service System? • Why Is Customer Service Important to Business? • Why Is Customer Service Important to an Organization? • How do they motivate employees to have good customer service skills?
Angry • Upset • Frustrated • Disappointed • Aggressive • Depressed • Betrayed • Helpless How does the customer feel, when things go wrong?
How to deal with dissatisfied customer? Finding techniques that help you disarm unhappy customers and win them to your site is the key to providing great customer service – even when you really want to kick nasty customers to the curb.
What can you do? • Never get angry or upset • Never take it personally • Remember that you're interacting with a human • If you promise a callback - call back! • Summarize the next steps. • First and foremost – listen • Build rapport through empathy • Lower your voice • Assume all your customers are watching • Know when to give in
Why change your Attitude? • To acquire new customers • To retain and maintain present customers • To retain and grow sales volume or profit from existing customers • To migrate existing customers through the firm’s product or service portfolio
Try to understand how the customer feels about loosing luggage • Don’t take anything personally • Build rapport through empathy • Don’t raise your voice • Don’t get angry or upset • Act professionally • Assist in finding luggage • Provide a customer with an action plan What can you do?
What can you do? • Do what's in the best interest of customers, regardless of the situation • Notify customers of all known delays and cancellations • Try to rebook travelers on the next available flight • Provide compensation • Assist with food and lodging • Assist with accommodation passengers who are delayed overnight. • Try to keep the customers calm
Do what's in the best interest of customers, regardless of the situation • Notify customers of all known delays and cancellations • Try to rebook travelers on the next available flight • Provide compensation • Assist with food and lodging • Assist with accommodation passengers who are delayed overnight. • Try to keep the customers calm What can you do?
“Complaint Department” Game List of Complaints: “You customer service is terrible, I want my money back” “My luggage from Hawaii is lost” “My flight was canceled. Nobody informed me” “I’m missing my iPad. It was in my suit case” “I’ve been waiting here forever. My flight keeps being delayed”
The End See you tomorrow!
Presentation Prepared by: Ekaterina Kokvina and Choi Beomsik