Innova ITFIP Magazine

Effectiveness of tools to optimize customer service in airlines.

Diego Armando Castro Munar

Maria Erika Narváez Ferrín

Angélica María Muñoz Clavijo

Mayerli Céspedes Murillo

DOI: https://doi.org/10.54198/innova14.03

Keywords: Personnel management, Efficiency, Empathy, Customer service, Aeronautical industry

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Abstract

This article analyzes the effectiveness of the implementation of the 3E model (Effectiveness, Empathy and Experience) in the management of complaints and conflict resolution in airlines, highlighting operational efficiency and quality in the treatment of collaborators, since communication protocols are established and within the trainings emphasis is placed on their assertiveness to improve the passenger experience, strengthen the customer-airline relationship and thus the reputation and competitiveness of the brand. It was developed under an exploratory-descriptive and mixed approach. Two (2) surveys were designed and applied in person, one to 50 airline agents, with fourteen closed questions with a single answer. Another questionnaire of 10 open and closed-ended questions for 103 passengers that inquired about frequency, purpose of travel, interaction with staff, problem/incident management and communication. The results demonstrate the consistency and personalization of the service, generating memorable experiences that strengthen user loyalty and promote a culture of continuous improvement and empowerment of employees towards the company, as well as addressing key challenges and providing strategic guidance for competitiveness and sustainability in the rapidly changing airline industry.

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