Customer experiences and customer-firm relationships are vital parts of every businesses, especially the airline business where companies’ performances are judged directly by passengers based on their feelings, packages received, company’s treatment, reception and most importantly relationship with airline hosts/hostesses. With the global air travel now increasingly on the high side in nearly every market, it is both important and imperative that airlines try every significant steps to provide the best experience and services to meet their customer demand in all ramifications. They thus need the services of professional cabin crews who would be dutiful as well as social to interact with passengers that cut across the many global and social diversities to determine customer preferences, needs and requirements that constitute the ‘feel good’ experience they crave.
Airline cabin crew are primarily recruited to ensure safety and security of both the aircraft and passengers. Nothing will make your customers more confident and comfortable with the use of your service than having an impression of how massively their care, safety and security mean to you as a company. However, the one significant aspect of cabin crew services is that passengers tend to see and remember more often the services offered to them by these professionals. Therefore, carefully recruited cabin personnel are more of an important marketing tool to the airline company, as well as the important factor to be considered by passengers amidst thought of whether to fly with the airline again or otherwise. To provide excellent customer service, cabin crew must demonstrate knowledge skills and attitudes in everything they do cum the ‘must have’ really professional training and experience that define thorough human/passenger relation.
Conclusively, it could be said that customer-firm experience in the airline industry courtesy of cabin crew services transform directly to customer experience, performance judgment and most importantly business development.