Customer Service Delivery
Anticipate customer needs and provide quality customer services as ambassadors of the airports
Type
Domain
Competency Area
Customer and Passenger Services
Levels
Identify and respond to customer requests and needs in the airports
Explain information and respond to customer requests
Infer culture-specific requests and provide appropriate solutions
Apply active listening techniques to understand customers' needs
Offer recommendations to customers on available products or services to meet their needs
Assist customers in the usage of equipment such as automated check-in self-service kiosks and bag-drop facilities
Offer solutions that are customised to customer preferences, needs and expectations
Provide customised responses based on customer preferences, needs and expectations
Offer advice and solutions to resolve customer requests
Provide explanations for service disruptions and handle unmet customers’ requests
Suggest appropriate products or services to accommodate customers with special needs
Initiate conversations with customers to enhance customer experience
Execute customer services according to organisation’s service delivery models and standards
Determine emerging customer needs, potential problems and risks
Identify potential problems and facilitate ways to improve customer service standards
Implement quality measures through internal studies to determine areas for improvements in customer service delivery
Adapt new developments and trends in airports to enhance service delivery
Develop customer service delivery models and propose areas for enhancements
Manage exceptional customer complaint cases
Develop customer service delivery models
Conduct market research on customer needs and demands
Evaluate market research results and customer feedback to pinpoint areas for developments and ways to exceed international benchmarks