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3 views5 pages

Document

Uploaded by

Vaibhav Dwivedi
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Here are Essential Customer Service Tips for Air Ticketing Staff, especially

useful for interviews, training, and on-the-job performance.

💼 1. Be Polite and Professional

Always greet the customer:

👉 “Good morning, how may I assist you?”

Use polite phrases:

👉 “Please hold on”, “Thank you for your patience”, “Let me check that for
you.”

🧘 2. Stay Calm Under Pressure

Passengers can be upset due to cancellations, delays, or booking issues.

Keep your tone calm and respectful even if the customer is angry.

🗣️3. Listen Actively


Don’t interrupt. Let the customer explain.

Repeat back key information to confirm:

👉 “So you are flying from Delhi to Mumbai on 15 th July, correct?”

🧾 4. Always Double-Check Details

Confirm names, dates, and destinations before issuing tickets.

Spelling mistakes in names or wrong travel dates can cause major issues.

✈️5. Know Your System (Amadeus/Galileo)

Be fast and accurate with GDS commands.

Example: Know how to check availability, create PNRs, and issue tickets
quickly.
🧍‍♂️6. Handle Difficult Customers Gracefully

If a customer is rude, stay polite.

Apologize for the inconvenience, even if it’s not your fault: 👉 “I understand
your frustration, let me help you right away.”

📞 7. Communicate Clearly

Speak slowly and clearly, especially on the phone.

Avoid using complex words — keep it simple.

📚 8. Know Airline Policies

Be aware of refund rules, baggage allowance, and cancellation policies.

Always inform customers clearly about what is allowed or not.


🤝 9. Be Helpful, Not Just Correct

Don’t just say “No”. Offer solutions: 👉 “This flight is full, but I can waitlist you
or suggest an alternate flight.”

💻 10. Follow Up When Needed

If a booking is pending or a refund is delayed, follow up with the customer.

This builds trust and customer satisfaction.

📝 BONUS: Golden Phrases to Use

Situation Phrase

Greeting “Welcome to our service.”

Need time “Let me check that for you.”

Confirming “Just to confirm…”

Apologizing “I apologize for the inconvenience.”


Ending call “Thank you for choosing us, have a great day!”

Would you like these Customer Service Tips added to your PDF Notes with:

Interview Q&A

Self Introduction

Amadeus Commands

Case Studies

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