Summary Pilots play a customer-facing role, creating a positive image for airlines. Flight deck visits boost customer satisfaction and reviews. Pilots, especially in corporate aviation, handle various customer service tasks.
A pilot's job might not always be considered a customer-facing role, but it is in many ways. Pilots interact with passengers constantly, especially pilots who work for corporate aviation companies who fly smaller planes and have more hands-on time with their customers. This article will examine the importance of service skills for pilots and discuss how meaningful this is to the airlines they work for.
Customer experience Every pilot hears about the importance of their customer-facing image during their basic indoctrination after starting at a new airline. Whether a regional carrier, charter operation, on-demand service, or mainline airline, almost every airline dedicates some time to identifying to pilots the importance of positively influencing passengers while in uniform. Interestingly, airlines have identified that one of the strongest identifiers of their brand is a uniformed pilot .
Airlines, particularly those who use advanced metrics to measure their passengers' experiences, have deciphered this information and communicated it to pilots. From a customer relations standpoint, the point is that airlines want their pilots to represent the company well at work by being cordial, answering questions in the terminal, wearing the uniform properly, and so .