Last updated on Sep 18, 2024

Here's how you can enhance customer service in aviation with emotional intelligence.

In the fast-paced world of aviation, the importance of customer service cannot be overstated. Enhancing it requires more than just a smile and prompt service; it involves a deep understanding of emotional intelligence (EI). Emotional intelligence is the ability to perceive, evaluate, and respond to your own emotions and the emotions of others. In aviation, where stress and anxiety can run high for travelers, EI can be the key differentiator in creating a positive experience for customers. By leveraging EI, you can anticipate passenger needs, manage stressful situations more effectively, and foster a sense of understanding and empathy that can turn a routine flight into a memorable journey.

1 Understand EI

To effectively apply emotional intelligence in aviation customer service, you must first thoroughly understand what it entails. Emotional intelligence involves four core skills: self-awareness, self-management, social awareness, and relationship management. Self-awareness allows you to recognize your emotions and their impact on your behavior and performance. Self-management involves controlling impulsive feelings and behaviors, managing your emotions in healthy ways, and adapting to changing circumstances. Social awareness is about understanding the emotions, needs, and concerns of other people, picking up on emotional cues, and feeling comfortable socially. Lastly, relationship management involves the ability to develop and maintain good relationships, communicate clearly, inspire and influence others, work well in a team, and manage conflict.

Add your perspective

Mohd Sahil

Senior Manager // Recruitment Services // Client Management // Talent Acquisition Specialist // Trainer // Technical Recruiter
Report contribution
Enhance aviation customer service with emotional intelligence by actively listening, showing empathy, and responding calmly to passenger concerns. Recognize emotions, stay patient, and handle situations with care to create a positive and supportive experience.

Like
Alessandro Faleiro

Copilot / First Officer (SIC)
Report contribution
Vejo uma grande diferença entre o atendimento nos aeroportos e os Parques Disney: a quantidade de funcionários. Na intencão de reduzir custos com pessoal, as empresas aérea pecam na redução exagerada das equipes de apoio. Se por um lado o interior de uma aeronave limita a quantidade de funcionários possíveis, já em um aeroporto, o que não falta é espaço. De maneira recorrente vejo funcionários que antes estavam no check-in, minutos depois já estão prestando informações no gate e em outro momento fazendo o embarque dos passageiros. Para mim, parece óbvio que os momentos são diferentes e as habilidades necessárias de cada um, também devem ser diferentes, mas parece que as empresas não enxergam assim.

Translated

Like

2 Active Listening

Active listening is a crucial component of emotional intelligence that can significantly improve aviation customer service. It involves fully concentrating on what is being said rather than just passively 'hearing' the message of the speaker. By engaging in active listening, you show empathy to your customers, making them feel heard and valued. This can be particularly important in situations where passengers might be stressed or upset. By listening attentively, you can understand the underlying issues better and provide more effective solutions, thereby enhancing the overall customer experience.

Add your perspective

3 Empathy Training

Empathy is the ability to understand and share the feelings of another person, which is vital in customer service. In aviation, you can develop this skill through targeted empathy training. This training could involve role-playing exercises that help staff to put themselves in their customers' shoes, understanding the stressors and anxieties that come with travel. By fostering empathy among your team, you can ensure that passengers feel understood and supported throughout their journey, which can lead to increased customer satisfaction and loyalty.

Add your perspective

Alessandro Faleiro

Copilot / First Officer (SIC)
Report contribution
Empatia não se treina: ou o funcionário tem ou não tem Claro que isto não significa que o funcionário que não possui empatia, não pode ser utilizado em outra função. Como disse anteriormente, cada posição necessita de habilidades específicas para lidar com situações específicas daquela etapa do processo. Enquanto uma posição exige agilidade na digitação/uso de sistemas/conferência de dados, uma outra vai exigir a habilidade de ouvir, uma outra de pensar rápido, contornar e prover soluções. Embora o passageiro seja o mesmo, ele passará por várias etapas desde sua chegada no aeroporto até a decolagem, e a empresa deve ser capaz de acompanhar toda a evolução do humor de seus clientes e lidar da melhor forma para sua satisfação.

Translated

Like

4 Stress Management

Dealing with stress is an everyday part of aviation, not just for passengers but for staff as well. Learning to manage stress through emotional intelligence can help you maintain composure and provide better service even when under pressure. Techniques such as mindfulness, deep breathing exercises, or even brief moments of meditation can help you stay calm and collected. When you are able to manage your stress effectively, it not only improves your performance but also positively influences the mood and experience of the customers you are serving.

Add your perspective

5 Conflict Resolution

Conflict resolution skills are essential in any customer service role, especially in aviation where tensions can run high. Emotional intelligence equips you with the tools to handle conflicts with grace and professionalism. By understanding and acknowledging the emotions involved in a conflict, you can de-escalate tense situations and find a resolution that satisfies all parties. Effective conflict resolution can transform a potentially negative situation into an opportunity to demonstrate your commitment to customer care.

Add your perspective

Alessandro Faleiro

Copilot / First Officer (SIC)
Report contribution
A figura do "supervisor" deveria ser multiplicada. Se o conflito já está implantado, não adiantará manter o mesmo funcionário focado na solução. Um uniforme diferente, uma postura mais altiva, ou simplesmente uma maior estatura, já é o suficiente para que, após tentar resolver o conflito e este persistir, a mera frase "não posso lhe ajudar, mas chamarei alguém que pode", já desarmará o cliente insatisfeito e o fará abrir-se para uma nova oportunidade de resolução do conflito em questão.

Translated

Like

6 Continuous Feedback

Implementing a system of continuous feedback is key to enhancing emotional intelligence in your customer service approach. Encourage passengers to share their experiences and feelings about the service they received. This feedback is invaluable as it provides insights into how well your team is applying their emotional intelligence skills and where there might be room for improvement. Additionally, it's important to provide regular feedback to your staff to help them grow and develop their EI competencies further.

Add your perspective

Here's how you can enhance customer service in aviation with emotional intelligence.

1

2

3

4

5

6

1 Understand EI

2 Active Listening

3 Empathy Training

4 Stress Management

5 Conflict Resolution

6 Continuous Feedback

Aviation

Rate this article

Thanks for your feedback

More articles on Aviation

More relevant reading