A New Approach To Customer Service @ FR

A New Approach to Customer Service Changing the Service Culture at Ryanair

The Consultancy Team ,[object Object],[object Object],[object Object],[object Object]

Agenda ,[object Object],[object Object],[object Object],[object Object]

The Importance of Customer Service ,[object Object]

The Importance of Customer Service Nowadays, customer service is of great importance for airlines that require a price for their tickets.

The Importance of Customer Service Ryanair has made air travel affordable for everyone, promising to offer to the public more and more of its seats for free. All these things, including customer service delivery, do not cost anything, but at the end they could make all the difference to the customers and their experience of the airline.

Creating an Excellent Customer Service Culture ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Creating an Excellent Customer Service Culture ,[object Object],[object Object],[object Object],[object Object],[object Object]

Creating an Excellent Customer Service Culture ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Implementing a Programme of Culture Change ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Implementing a Programme of Culture Change ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Key Customer Service Skills ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Implementing a Programme of Culture Change ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],“ An employee 's motivation is a direct result of the sum of interactions with his or her manager.” Bob Nelson

Implementing a Programme of Culture Change ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Changes cost to implement. With Ryanair’s no frills attitude introducing new customer service skill programs may seem too costly. However, the benefits can be seen from airlines such as Southwest and more recently Easyjet both of which are increasingly customer focused while still maintaining profit

Future Benefits & Potential Pitfalls ,[object Object],[object Object]

Future Benefits & Potential Pitfalls ,[object Object],[object Object],[object Object],[object Object],[object Object]

Future Benefits & Potential Pitfalls ,[object Object],[object Object],[object Object],[object Object]

Future Benefits & Potential Pitfalls ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Future Benefits & Potential Pitfalls ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

End of Presentation ,[object Object],[object Object]

A New Approach To Customer Service @ FR

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A New Approach To Customer Service @ FR