Improving Helpdesk Durability: Customer Support Management Airlines

This report explores strategies for improving helpdesk durability within the airline industry, focusing on customer support management in the context of Eastern Sunshine Airlines. It emphasizes the importance of strong communication skills for helpdesk staff to handle customer calls effectively and pleasantly, establishing priorities to address critical issues promptly. The report highlights the need for detailed ticket notes for consistent helpdesk operations and transparent communication with customers. It also suggests checking previous tickets for repeat callers to provide more effective solutions and implementing channel work to automate helpdesk processes. The ultimate goal is to enhance customer service and positively influence customer buying behavior in the airline industry. This resource is available for students seeking solved assignments and study materials on Desklib.

CUSTOMER SUPPORT
MANAGEMENT
IMPROVING DURABILITY OF
HELPDESK IN THE CONTEXT OF
EASTERN SUNSHINE AIRLINES

INTRODUCTION
◂ Customer service is the key factor in the
airline industry.
◂ Thus, it is imperative to provide high
quality of customer service to generate
positive perception among them (Kumar
& Reinartz, 2018).
◂ Helpdesk is one of the most critical
factors in recent times in terms of
providing relevant information among the
customers.
◂ This present will show how to improve the 2
helpdesk.jpghelpdesk.jpg

IMPROVING HELPDESK-
ANSWERING CALL AND
ESTABLISHING THE PRIORITIES
◂ The helpdesk staffs must hold a strong
communication skill in order to answer the
calls from the customers properly.
◂ Conversation must be made in a pleasant
manner. This is the way, by which smooth
resolution of queries can be initiated
(Wouters & Kirchberger, 2015).
◂ The helpdesk staffs must determine, which
issue needs to be resolved initially.
◂ Through this way, serious issues can be
solved in a timely manner. 3

IMPROVING CUSTOMER SERVICE
THROUGH HELPDESK- MAKING TICKET
NOTES AND KEEPING THE CUSTOMERS
INFORMED
• Ticket notes must be initiated for each customers in order to
operate the helpdesk in a consistent manner (Laudon& Laudon,
2016).
• This is the mode of avoiding any kind of negative issue among
the customers
• The ticket note must be transparent and include all the relevant
information.
• It is imperative for the executives to explain the mode of

CHECKING THE PREVIOUS TICKET AND
IMPEMENTING CHANNEL WORK
◂ It is imperative to check the previous ticket if the same customer is calling
repeatedly.
◂ This can support in determining more effective solution to any kind of
issue among the customers (McLean & Wilson, 2016).
◂ A well-noted ticket can make it easy for the staffs to resolve the issue in a
timely manner.
◂ Channeling the work can support in automation the process of help desk
(Ford et al., 2015). 5

◂ Help desk is one of the most
significant factors in keeping the
customers informed about the
services.
◂ In the air line industry, Help desk
plays a critical role in formulating
the buying behavior of the
customers
CONCLUSION
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REFERENCE LIST
◂ Cook, S., (2017). Measuring customer service effectiveness. Routledge
◂ Ford, J.B., Paparoidamis, N. & Chumpitaz, R., (2015). Service quality, customer satisfaction,
value and loyalty: An empirical investigation of the airline services industry. In The
Sustainable Global Marketplace, pp. 187-187.
◂ Kumar, V. & Reinartz, W., (2018). Customer relationship management: Concept, strategy,
and tools. Springer.
◂ Laudon, K. C., & Laudon, J. P. (2016). Management information system. Pearson Education.
◂ McLean, G. & Wilson, A. (2016). Evolving the online customer experience… is there a role
for online customer support? Computers in Human Behavior, 60, pp.602-610.
◂ Misopoulos, F., Mitic, M., Kapoulas, A. & Karapiperis, C., (2014). Uncovering customer
service experiences with Twitter: the case of airline industry. Management Decision, 52(4),
pp.705-723.
◂ Wouters, M., & Kirchberger, M. A. (2015). Customer value propositions as
interorganizational management accounting to support customer collaboration. Industrial
Marketing Management, 46, 54-67.

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