Are airline contact centres having to deal with more complaints?
÷One of the major issues that airlines are having to deal with at the moment is strikes by their own staff.÷ This has lead to people getting gradually more and more frustrated with the situation and they take their anger out on the airline contact centres.÷ What customers don"t always realise is that it is the staff who are denying them of their flights by agreeing to the strikes.÷ Airline contact centre staff have had to become more skilled and experienced in dealing with this issue and the complaints that come with it.
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Another problem that airlines have had to solve lately is the cancelled flights due to volcanic ash.÷ They have had to try to find a way to be fair to their customers without losing too much money.÷ Airline contact centres have had to manage a larger amount of complaints because of this.÷ Some of the airlines have made sure that their contact centre staff have been briefed on what to say in this situation.÷ Although judging by people"s comments, they seemed to be more concerned about whether or not it is actually safe to fly rather than missing their flights.÷ The airline contact centres have probably had to deal with just as many questions and worried customers as complaints about losing money.
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It is important to look at the positive side of recent events as well as the negative.÷ I suspect that contact centre managers have seen their staff develop news skills and are now able to deal with more high pressure phone calls.÷ Both the strikes and the volcanic ash can be viewed as a valuable learning experience for all contact centre staff.÷ They will have developed new skills and been face with new challenges and problems to solve.÷ The sheer volume of calls will have provided them with some really good experience.
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Working in an airline contact centre can be quite a varied job and it will always keep you on your toes.÷ If you think you are up to the challenge then you should do some further research into entry requirements and what sort of jobs are available.
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