Travellers Require Excellent Customer Service

Posted in Airport Parking by Tim on the April 21st, 2008

Poor customer service is something we all tend to remember. It doesn’t matter if the product or service is actually any good, if we can’t get through on the telephone, can’t find a representative to speak to and can’t get the help we need this is the experience that we will remember and this becomes the story that we share with our friends.

Every business needs to recognise the need for good quality customer service that goes that extra mile to ensure that the customer experience is as positive as possible. This requirement has recently been highlighted by the debacle at Heathrow airport’s new terminal 5 where many flights have been canceled and thousands of bags caught up in a huge backlog.

People working in the travel industry all need to be ready and able to provide stressed passengers with help and support when they need it. Everybody in the industry needs to be willing to go that extra mile in order that the customer feels like every effort has been made to resolve their problem. Even if their bags cannot be found the customer needs to know that their voice has been heard and that efforts have been made by everyone concerned to resolve the issue.

It’s always good to hear of positive customer experiences but, equally, it is important for business operators to hear of negative experiences so that steps can be taken to address the issues identified. Facilities that enable customers to provide impartial testimonials and feedback are a great way to gather this information.

For example, feedback from customers regarding their experiences when parking at Glasgow Airport indicate that the staff are friendly and helpful. The same positive comments on the staff can be seen in the reviews of parking services at Prestwick airport and the reviews of car parking at Aberdeen airport. Similar positive experiences have been recounted by customers who have used the car parking facilities at Edinburgh airport, but if we look at the feedback provided on specific car parks we can see some areas where customer service could be improved.

The impartial feedback provided by car park users provides invaluable insight into any negative aspects of their experience which, when addressed, will bring dividends as customer satisfaction will be enhanced. The facility that allows and encourages customers to feed back their experience is invaluable to the business. It also serves to provide prospective clients with an impression that the business is open, honest and confident in the quality of the services provided.

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