1. STI Myanmar University & NMC
4 DBM – Group 5 Members
Myat Su Win
Thinzar Win
Ei Pwint Phyu
Su Su Aung
Ei Mon Thu
Aint Su Pyae
Nan Khin Nyein Chan
Kyi Phyu Thet
Su Su Phoo Pwint Mon
Myat Thondri Moe Myint
Khine Myat Yamon Thu
Myo Myat Thwe
Yamin Thwe
5. Flying Phoenix
• Vision
To be the best customer oriented airline
• Mission
Integrated service takes us to lead the air travel
• Motto
Your trust is our blood
• Competitive strategy
Differentiation (best service and guaranteed safety)
7. Our definition of customer
• What is customer?
• Who is customer?
• What is customer service?
• How is customer service sector developed?
8. MBO Planning of Customer Service
• Research for customers’ needs and wants
• Formulate and implement customer
service strategies
• Internal and external analysis
• Review feedbacks and complaints
• Update the customer service plan
9. Customer service in
sales and marketing
• Customers’ needs and wants; “If I were…” mind-set
• Awareness of competitors’ information
• Providing special requests
• Participation in CSR programs
• Social Media Marketing systems
10. Domestic Route Map
• We fly with three ATR 72—500
aircrafts for domestic destinations;
11. Regional Route Map
• For regional
destinations,
we fly with
three Air-Bus
(A-320)
12. Customer service in
Reservation and ticketing
• Online and manual reservation system
(24 hour customer service)
• Online and manual payment system
• Special requests (meals, seats sand surprise services)
15. Changes and Cancellation
Before flying date,
• Free of charge for any changes within 7 days
• 50 % charged within 4 days
• 80 % charged within 1 day
• Fully refund for cancellation within 7 days
• 50 % refund within 4 days
• 20 % refund within 1 day
16. Ground operation service
• Counter service (check-in)
• Security screening
• Boarding and gate
• Landing ground service
• Baggage claim
17. In-flight customer service
• Greeting
• Pre-flight announcement & Demonstration
• In-flight catering
• Ancillaries service
• Other special services
– Baby Born on Plane
– Seasonal gifts
18. SWOT analysis
Strength (Internal) Weakness (Internal)
-Our well-planned service strategy -No mobile and Web check in,
member card and mileage card
service.
-Seat shortage in high season
-No route to Western destinations
-High Expectation of customer
Opportunity (External) Threat (External)
-Growth of Myanmar Tourism
industry
-Growth of foreign investments in our
route destinations
-Reputation attracted new customer
-Weather conditions and bird strikes
-Government policy
-Foreign airline organizations
-Skillful employee shortage
-Hack issues to our Internet System
