No matter how much planning one puts into their air travel plans, somehow the experience of dealing with airlines in the United States is virtually always stressful. Whether it's trying to find a lost bag, dealing with flight delays or failing to find a free service representative, the airline industry is rife with characteristics that could turn even the most patient customer's hair gray.
Consequently, it comes as no surprise that this year's Airline Passenger Survey found that an excellent customer service atmosphere is the single most important aspect that patrons value when engaged in an air travel experience.
Undertaken by Purdue University and Wichita State University, the researchers analyzed data collected from more than 4,000 respondents in an on-going effort to improve the experience for airline patrons, as reported in a recent press release.
Interestingly, it was reported that more than 50 percent of frequent flyers have expressed the opinion that the air travel experience is becoming worse and that it is service-oriented organizations like Southwest Airlines that are scoring highest in consumer satisfaction ratings.
"Airlines are doing a poor job of conveying quality performance and improvements to passengers … as evidenced by a continued 4-year decline in passengers' perceptions of the air travel experience," mentioned researcher Erin Bowen of Purdue University in the release.
Consequently, airlines that outsource their customer service to a reliable third-party answering service may be able to secure a distinct competitive advantage over others in the marketplace.
With a large and adaptable service staff available 24/7 for customer inquiry, these professionals can successfully respond to 100 percent of consumer inquiries and deploy innovative strategies to mollify the concerns of disgruntled customers.
Furthermore, by maintaining availability through the phone, text messaging, social media and other convenient channels, an airline that utilizes an answering service can achieve patron loyalty with a customer-centric service strategy that provides quick and seamless access for fast, reliable answers.