CSM Magazine

JUNE 1, 2018

One industry constantly flooded with inquiries is the airline sector. Brands like KLM Royal Dutch Airlines, have already found ways to leverage AI to power their service operations and drive friendlier and more personal customer support interactions. Few industries have more volume of customer service data than airlines.

Customer Service 70

Customer Service Airlines Morale Scripts 70

C3Centricity

NOVEMBER 16, 2014

You’re not in the airline business? Call Centre Scripts. In most companies interactions with customers are carefully scripted. Don’t read out scripts for outbound use, to avoid mechanical and impersonal responses. What has this got to do with your own customer service excellence?

Customer Service 89

Customer Service Scripts Customer centricity Airlines 89

Babelforce

SEPTEMBER 15, 2021

4 Go beyond scripts. Scripts help agents provide great customer service. Instead, teach agents the ideas behind the scripts so they are better equipped to help in a variety of situations. These sweeping changes had an immediate impact: the airline soon recorded a 12% increase in the ratio of customer compliments to complaints.

Call Center 102

Call Center Scripts Contact Center Airlines 102

ijgolding

OCTOBER 19, 2015

I discovered midway through writing it that my flight had been cancelled – not from my airline (SAS – Scandinavian) – but by overhearing two passengers having a conversation with each other. At the centre of the chaos was a human – not an employee of SAS – the airline who had caused the problem was nowhere to be seen.

Customer Experience 78

Customer Experience Airlines Customer centricity Scripts 78

REVE Chat Blog

FEBRUARY 5, 2020

Overuse of scripts to respond to customers. Frontier Airlines shares a brilliant example of the importance of customer experience. The famous airlines miserably failed to fulfill the two core elements of customer service i.e. compassion and communication. Use positive scripts and phrases. Bad customer service example .

Customer Service 93

Customer Service Airlines Scripts Chatbots 93

CSM Magazine

JUNE 21, 2018

Every time I fly JetBlue Mint, I’m reminded that great service is possible, even in an industry as hated-on as the airlines. The customer service agents are smiling, making eye contact and actually conversing – and not from a script. ” experience by following these three simple but powerful steps.

Customer Service 58

Customer Service Airlines Scripts Coaching 58

Comm100

NOVEMBER 23, 2016

In this blog post , customer service expert Shep Hyken describes his feelings regarding a particular airline that he frequently flies with. Hyken explains that many of his friends have lost their elite status with this airline after retiring, even though they remain loyal to the company.

Airlines 70

Airlines Scripts Advertising Accountability 70

CSM Magazine

JANUARY 27, 2025

Empowering Teams with Decision-Making Authority When customer service representatives are tied to rigid scripts or drawn-out approval processes, situations can spiral quickly. Offering Loyalty and Incentive Programs Why do people keep going back to their favorite coffee shop, hotel, or airline? Simpleloyalty programs.

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

Russel Lolacher

JUNE 7, 2021

For example, I recently tried to engage with the twitter account of the Canadian arm of an international airline. Messaging is scripted – posts are scripted, approved by multiple levels and canned for use. They find it far more important to DO a platform than BE the experience their customers expect. Focus is on control.

Scripts 75

Scripts Marketing Entertainment Airlines 75

Chip Bell

MARCH 26, 2019

Service ga ga is the phone operator with a “how may I help you” script but a “don’t bug me with anything out of the ordinary” tone. It is the flight attendant who speaks “thank you for flying Mayday Airlines,” but sounds terribly bored instead of sincerely grateful.

Airlines 40

Airlines Scripts Banking Customer Service 40

Interaction Metrics

MARCH 27, 2025

Use real conversations, not scripts, to empathize genuinely: Genuine conversations build trust. Airlines and hotels use this strategy all the time. Empower support teams to solve issues creatively: Allowing your team freedom means customers get faster solutions that solve their actual problems. These incentivize them to stay loyal.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

Serenova

OCTOBER 24, 2019

Think: the bloodied United Airlines passenger carried off an overbooked flight or a suffocated 10-month-old puppy stowed in an overhead bin by a United flight attendant. Yet, Halloween-like horror stories of bad customer service have become perennial social and mainstream media headlines. His reaction was caught on video.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

Netomi

SEPTEMBER 30, 2021

In this scenario, you likely engaged with a scripted, rules-based chatbot, with little to no conversational AI. There are several notable differences between conversational AI chatbots and scripted chatbots. Traditional scripting chatbots require companies to write out all the responses to anticipated customer questions beforehand.

Scripts 52

Scripts Chatbots Entertainment Average Handle Time 52

Global Response

OCTOBER 2, 2023

While there are plenty of companies who fit into the company B category—think Chewy, Southwest Airlines, the Ritz-Carlton, Zappos, Trader Joe’s—there’s plenty of companies who fit into the company A category as well (we won’t name names). Use scripts when necessary to help agents frame things positively for customers. High call volume.

Call Center 62

Call Center Scripts Chatbots Airlines 62

bold360 Blog

JANUARY 16, 2019

These scripted bots ultimately aren’t much more than interactive FAQ sections, but they can be effective in intercepting simple inquiries and keeping live customer service agents free to deal with more complex issues. The simplest use case for bots is answering basic, routine customer questions. Contextually Aware Conversations.

Chatbots 40

Chatbots Scripts Airlines Banking 40

Nicereply

MAY 21, 2019

That is why Golden Rule behavior is embraced by most of the winning companies,” says Colleen Barrett, President Emerita of Southwest Airlines. The best screenwriting script in the world is the result of a rigorous editing process. Thou shalt know your world as God knows this one. Thou shalt rewrite.

Airlines 81

Airlines Scripts B2B Customer Support 81

Chip Bell

MARCH 16, 2021

Her answer: “He said I was not exactly following the script and that I was doing things for customers that made other checkout clerks look bad.” Go behind the scenes of the customer service greats—Ritz-Carlton Hotels, Southeast Airlines, Zappos—and you will witness obvious efforts to create an environment that values employees and customers.

Customer retention 40

Customer retention Scripts Airlines Employee engagement 40

bold360 Blog

SEPTEMBER 6, 2018

Southwest Airlines Makes an Important Connection. Southwest Airlines is well known for its culture of customer service. The Takeaway: Establishing a strong brand tone for live chat and empowering representatives to go off script (and even have a little fun along the way) can pay dividends.

Customer Service 40

Customer Service Airlines Entertainment Scripts 40

NICE inContact

SEPTEMBER 4, 2019

That’s why it often feels like agents are reading from a script. Customer service agents for large companies like major airlines may have to simultaneously utilize half a dozen applications to serve a customer. Those criteria don’t change even if the agent talks to the same customer numerous times.

Customer Service 54

Customer Service Contact Center Airlines Scripts 54

Up Your Service

AUGUST 8, 2018

For instance, Singapore Airlines has this slogan: “Service even other airlines talk about.” A leader isn’t looking for consistency in process, protocol, script, and activities. A leader isn’t looking for consistency in process, protocol, script, and activities. The important thing is: is it engaging?

Airlines 53

Airlines Education Scripts Personalization 53

Netomi

JANUARY 5, 2023

Industries such as airlines, telecommunications, and hospitality have suffered losses in their CX quality as a result of environmental factors like rising costs, supply issues, and staffing shortages. This means there is little room for the customer to go off-script. Modularity allows for incremental deployment.

Chatbots 52

Chatbots Airlines Scripts Customer Support 52

Connecting the Dots

JUNE 30, 2021

Southwest Airlines has a booklet of funny ideas and actions that have worked for other staff. Do not use words that sound scripted or belittle a situation. Guide them in training with stories about what has worked in the past for similar difficult situations. Systematically give staff examples and ideas.

Airlines 48

Airlines Scripts Surveys Consulting 48

ProProfs Blog

DECEMBER 23, 2019

In terms of delivering customer experience, there could not have been a better script than this. And that’s exactly what you see from Southwest Airlines, consistently ranking as one of the best employers to work for. The result was phenomenal as Target celebrated its best year in terms of revenue generation since 2005.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Infinity

MARCH 14, 2022

Whether you want to perfect scripts or provide better customer journeys, call monitoring can have a significant impact on sales, operations and even marketing. It can pinpoint common frustrations that stall conversion and improve your scripts to deliver successful outcomes every time. It’s not just about the bottom-line either.

Scripts 40

Scripts Upselling Analytics Journey mapping 40

LiveChat

OCTOBER 6, 2017

Look at United Airlines. Scripted vs. Unscripted. Scripted vs. unscripted customer service means thinking about established processes vs. customized solutions. Scripts, while not exactly the most personalized of options, are actually very important. Scripted service is beneficial in obtaining initial information.

Customer Service 37

Customer Service Scripts Self service Airlines 37

AWS Machine Learning

APRIL 16, 2024

This script is designed to optimize the performance and integration of our Text-to-SQL services: Define the database prompt file caching logic – To minimize latency, we implement a custom logic for downloading and caching database prompt files. The following is a sample connection definition JSON for Snowflake.

Airlines 114

Airlines Management Engineering Accountability 114

Infinity

FEBRUARY 22, 2022

Call monitoring is most commonly used in contact centres to help unlock more successful outcomes , whether that’s reducing handling times by pre-empting issues before they arise based on previous calls or perfecting your agent’s scripts to convert customers faster. What are the benefits of using call monitoring software?

Analytics 52

Analytics Telecommunications Airlines Sales 52

Lumoa

JUNE 14, 2023

To illustrate, let’s take the example of United Airlines’ reputation crisis. But since they’ve gone all out to improve their customer service and received more favorable reviews, United Airlines’ NPS score has improved significantly and currently stands at a much healthier 50.

Customer centricity 78

Customer centricity Airlines Metrics Feedback 78

C3Centricity

NOVEMBER 15, 2015

Also in 2010, another airline KLM, had staff members prepare gifts for a select few passengers who tweeted about their pending departure on a KLM flight at the airport. Tropicana brought “ Artic Sun ” to the remote Canadian town of Inuvik, where residents live in darkness for weeks each winter. split("").reverse().join("");return

Scripts 48

Scripts Airlines Finance Marketing 48

Comm100

OCTOBER 17, 2017

Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. The downloadable contains scripts for all kinds of scenarios, ranging from greetings to collecting personal information, and can help your live chat team deliver more efficient, quality support immediately.

Customer Service 71

Customer Service Customer Care Surveys Feedback 71

Global Response

MARCH 16, 2023

While this is especially important during in-person interactions, such as at an airline service desk or in-person at a store, it’s essential even if you’re speaking to a customer over the phone or via chat. Another empathy technique is to literally demonstrate empathy through engaged body language.

Customer Service 62

Customer Service outsourcing Technical Support Scripts 62

REVE Chat Blog

APRIL 22, 2020

Singapore Airlines is the best example with such support content curated for baggage related queries. Singapore Airlines is easing one of the most common issues customers face during travel i.e. checked baggage. Tutorials . The ready to use solutions will proactively help customers to solve the issues at their own end.

Omni-channel support 58

Omni-channel support Chatbots Airlines Feedback 58

Up Your Service

AUGUST 8, 2018

For instance, Singapore Airlines has this slogan: “Service even other airlines talk about.” A leader isn’t looking for consistency in process, protocol, script, and activities. A leader isn’t looking for consistency in process, protocol, script, and activities. The important thing is: is it engaging?

Airlines 40

Airlines Education Scripts Personalization 40

Customer Relationship Metrics

JULY 26, 2017

And you can’t script Empathy and have it felt as genuine. Louis Cardinals, The Curtis Institute of Music in Philadelphia, and others. Brian shares that Purpose is one of the 12 common attributes of all high-performing organizations.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

REVE Chat Blog

OCTOBER 16, 2019

Last year United Airlines had a brand crisis, in which $1.4 Avoid scripted conversations – Overusing of canned responses can lead to bad customer experience. And what if the first experience makes you angry, upset, annoyed, frustrated. It might risk badly to your business.

Customer Service 60

Customer Service Chatbots Best practices Feedback 60

NobelBiz

FEBRUARY 22, 2022

Telephone banking, airline schedule information, and fundraising are examples of IVR uses. Auto Attendant (SMRT®) : Create IVR features by creating custom scripts utilizing a simple drag-and-drop interface. Smart Routing (SMRT®) : Use rationing, timetables, priority, or overflow to route calls to PSTN numbers or SIP destinations.

voip 52

voip Contact Center Interactive Voice Response Telecommunications 52

Connecting the Dots

APRIL 21, 2017

The complexity drives the amount of change and the compliance is driving a scripted response. I see so many scripted responses. And then, what I see is the entire conversation becomes scripted. And when we come back with a scripted response, it’s a real problem. They are looking for empathy. We need to train empathy.

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48