Delta Airlines

ProjectSalt Lake Community College • 2013

MKTG 1010 • Final Team Project

We are glad to have you here today.Please enjoy!

Welcome!

OverviewDay 1 Icebreaker Activity

History

What customer feels?

Story

Discussion

Lost and Found

Feedback game

Flight delay/cancelation

Conclusion

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“Lie to me”Day 1 Icebreaker Activity

History of Delta Airlines

History1920s - Delta begins crop dusting and flying mail1950s - Delta expands internationally, pioneers the hub and spoke1990s - Delta purchases Pan Am and becomes a global carrier2000s - Delta launches SkyTeam, acquires Northwest

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 QuestionsWhat 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?

How does the customer feel, when things go

wrong?

AngryUpsetFrustratedDisappointedAggressiveDepressedBetrayedHelpless

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. 

Employee Attitude and Behavior

What can you do?Never get angry or upsetNever take it personallyRemember that you're interacting with a humanIf you promise a callback - call back!Summarize the next steps.

First and foremost – listenBuild rapport through empathyLower your voiceAssume all your customers are watchingKnow when to give in

Why change your Attitude?To acquire new customersTo retain and maintain present customersTo retain and grow sales volume or profit from existing customersTo migrate existing customers through the firm’s product or service portfolio

15 Minute Break

Lost and Found

What can you do?

Try to understand how the customer feels about loosing luggageDon’t take anything personallyBuild rapport through empathyDon’t raise your voiceDon’t get angry or upsetAct professionallyAssist in finding luggageProvide a customer with an action plan

Flight Delay or Cancellation

Reasons Weather

Mechanical Problems

Personal

What can you do?Do what's in the best interest of customers, regardless of the situationNotify customers of all known delays and cancellationsTry to rebook travelers on the next available flightProvide compensationAssist with food and lodgingAssist with accommodation passengers who are delayed overnight. Try to keep the customers calm

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

“Complaint Department”

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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”

ConclusionHow does the customer feel?

Dealing with disappointed customers

Lost and Found

Flight Delay / Cancelation

The EndSee you tomorrow!

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Presentation Prepared by:

Ekaterina Kokvinaand

Choi Beomsik