The Basics
Using clear and simple language in writing.
Another word for ground crew.
What is team members?
Do it multiple times.
What is read thoroughly?
Reader feels this when their concerns are not addressed clearly.
What is Frustration?
Dealing with upset or angry customers can create stress, making it difficult to craft a calm and effective response.
What are Emotional Factors?
Maintaining a respectful, courteous, and empathetic tone in replies.
What is Professionalism?
Another reference for weather diversion.
What is flight diverted to another city due to weather?
Put yourselves in their ____.
What are Shoes?
Confusing or irrelevant responses can heighten this.
What is Increased Disappointment?
Navigating company policies that may not align with customer expectations can create confusion about how to respond.
What are Conflicting Policies?
Providing correct information in replies.
What is Accuracy?
Another word for station.
What is the specific city or airport?
Use empathy to ___ the customer's experience.
What is Visualize?
The reader may ___ the competence or credibility of the person responding if the response doesn't flow.
What is Doubt?
Having too much information or resources can lead to uncertainty about what to include in a response.
What is Information Overload?
Reply within stated guidelines.
What is Timeliness?
Another word for tarmac delay.
What is flight delay or take off delay?
To understand what is driving the customer's message, you must do this.
What is Understand the Motivation?
A lack of relevant or clear communication can make the reader feel this.
What is Undervalued?
Preconceived notions about certain customers or issues may affect objectivity and response quality.
What is Personal Bias?
Tailor your response to the specific needs (points of passion) of the customer.
What is Personalization?
Another referece for load factor.
What is the full flight?
Relate the customers concerns to this.
What is the Bigger Goals?
If the response is unclear, the reader may be left ___ which can lead to further dissatisfaction.
What is Confused?
A noisy or chaotic work environment can disrupt focus and hinder clear writing.
What are Distractions?