Customer service means providing customers with what they want. Without good customer service, customers will not return. To provide excellent customer service you should do the following
* Put yourself into the place of the customer (think how you would like to be treated)
* Customers needs should be put first
* Come up with ideas of how you can improve Customer Service
This may involve direct contact, such as when you are dealing with a customer face to face, or indirect contact for example dealing with a letter of complaint. The key to good customer service is to learn from your experiences.
Customer service at Manchester airport
Like any other business, customer service at Manchester airport is so important. Customer service is made of:-
* Contact with customers (direct and indirect)
* Products and services
* Policies and procedures
* Systems and processes
Good customer service basically means caring for customers, the last thing customers want when going on holiday is bad customer service. Some customers have anxieties such as:-
* Will the plane crash
* Can I buy duty free
* Have I remembered everything
* Can all my family sit together
These are only a few anxieties that customers have, some of these anxieties can be relieved by employees at Manchester airport.
In order to achieve their mission statement “TO BE THE BEST WORLD AIRPORT” they must provide a service in which customers are happy and what to return time after time, because the going on holiday is stressful.
Here are some examples of customer service:-
* Providing information: – What time does my plane leave?
* Giving advice:- You could try this restaurant
* Receiving messages:- A message from a passenger who will be late arriving
* Keeping records:- A person complaints about the toilets, this complaint will be recorded
* Providing assistance:- Can you carry my bag
* Dealing with problems:- The toilets are dirty
* Dealing with dissatisfied customers:- A customer makes a complaint, which you must sort out
* Offering extra services:- NHS walk in centre
Services/ facilities available at Manchester airport
Special vehicles (ambulift, wheelchairs and electric buggies) are available to transfer non-walking passengers and a companion from the airport building to the aircraft.
There are designated parking facilities next to the lifts in all the multi-storey car parks. Additional support is available using the telephone on level 5 of the Terminal 1 car park.
Ramps and Lifts
These are provided throughout the airport. All lifts have tactile buttons and voice synthesis.
Accessibility for wheelchair users is available throughout the airport.
Specially designed toilets are clearly signposted and available throughout the airport.
Please ask airport staff for help as many are trained in sign language. Signs throughout the airport are available to assist you. Using the “T” position on your hearing aid, you can receive additional announcements when standing next to the induction loops, marked with an ear.
Baby Changing Facilities
These are located in all three terminals close to or inside the ladies toilets.
This is made as easy as possible within the airport, as all restaurants and cafes provide high chairs and most offer food suitable for children.
The Playcare Centre
This dedicated area offers a chance for young children to play or watch TV in a special children’s area. Located in the departure lounge in Terminal 1 and open 24 hours a day. Children need to be supervised by parents at all times.
Located at most eating areas; these enable children to colour in and play.
NHS Walk-in Centre
Located in the walkway between Terminals 1 and 3 the dedicated staff offers first aid and advice to all passengers free of charge.
A diversity of taste and culture is catered for in the variety of food and drink outlets within the airport. Please ask catering staff for details.
Multi-faith Prayer Rooms
There are two multi-faith prayer rooms with easy access for everyone. Open 24 hours a day they provide a place for quiet contemplation and prayer. The prayer room that serves Terminal 1 and 3 is located in the walkway between both terminals. The Prayer Room in Terminal 2 is located on the departures concourse.
Established in 1980 to represent all Christian denominations, the Chaplaincy offers a range of services to support both passengers and airport staff. It is situated in the walkway between Terminals 1 and 3 next to the prayer rooms.