Service Branding and Coaching
Execute service brand guidelines and drive strategies to enhance the organisation’s service brands and value propositions
Type
Domain
Competency Area
Airline Operations
Levels
Apply and fulfil service branding guidelines
Provide information to customers on the types of services available
Assist passengers through arrival and check-in processes in adherence to service brand guidelines
Collect customer feedback to promote service excellence
Provide guidance to staff to maintain consistency in service branding standards
Monitor the delivery of services by ground handling staff and ensure consistency
Collate customer feedback and prepare reports for management review
Examine complaints or non-compliance reports and implement corrective actions to enhance the delivery of service brands
Provide coaching and feedback to improve service performance and ensure consistency in service delivery
Review organisation’s service branding standards
Develop service brand guidelines
Determine service gaps by comparing collated customer feedback against organisation’s service standards and service brand guidelines
Review analytics and develop strategic action plans to minimise complaints and non- adherence to service branding
Develop strategies to drive service branding initiatives
Develop the service brands in alignment with the organisation’s strategies
Develop strategies to advocate the adoption of the service brands
Gauge the impact of service branding initiatives on business performance
Drive continuous innovation and process improvements for existing customer service processes