Author: Colin C. Law Publisher: BrownWalker Press ISBN: 1627346937 Category : Transportation Languages : en Pages : 302
Book Description
A Practical Guide to Airline Customer Service is a textbook written for airline executives and undergraduate students who are preparing for a career in the airline service industry. Those working in similar functions and fields can also benefit from this book. This book primarily focuses on the importance of customer service in the airline industry. This includes basic airline operations and essential communication skills, and how airline service agents interact with passengers at every contact point of the travel process. A Practical Guide to Airline Customer Service is a must-read for those who seek a rewarding career in the airline industry.
Author: Peter J. Bruce Publisher: Routledge ISBN: 1317182987 Category : Business & Economics Languages : en Pages : 360
Book Description
Written by a range of international industry practitioners, this book offers a comprehensive overview of the essence and nature of airline operations in terms of an operational and regulatory framework, the myriad of planning activities leading up to the current day, and the nature of intense activity that typifies both normal and disrupted airline operations. The first part outlines the importance of the regulatory framework underpinning airline operations, exploring how airlines structure themselves in terms of network and business model. The second part draws attention to the operational environment, explaining the framework of the air traffic system and processes instigated by operational departments within airlines. The third part presents a comprehensive breakdown of the activities that occur on the actual operating day. The fourth part provides an eye-opener into events that typically go wrong on the operating day and then the means by which airlines try to mitigate these problems. Finally, a glimpse is provided of future systems, processes, and technologies likely to be significant in airline operations. Airline Operations: A Practical Guide offers valuable knowledge to industry and academia alike by providing readers with a well-informed and interesting dialogue on critical functions that occur every day within airlines.
Author: Ron Bartsch Publisher: Routledge ISBN: 1317114434 Category : Law Languages : en Pages : 380
Book Description
International Aviation Law: A Practical Guide explains the international context and application of the law as it applies to commercial and recreational aviation, and to the broader aviation environment. It provides a comprehensive introduction to all aspects of aviation law from criminal law to contract law to the legal duties and responsibility of aircrew and other aviation personnel including airport operators, air traffic controllers and aircraft engineers. Each area of the law is clearly explained in accessible language and supported with practical case studies to illustrate the application of the law within an operational aviation context. It also provides advice on how to avoid or minimize legal liability for aviation practitioners and enthusiasts.
Author: Charles E. Dole Publisher: John Wiley & Sons ISBN: 1119233402 Category : Technology & Engineering Languages : en Pages : 384
Book Description
The pilot's guide to aeronautics and the complex forces of flight Flight Theory and Aerodynamics is the essential pilot's guide to the physics of flight, designed specifically for those with limited engineering experience. From the basics of forces and vectors to craft-specific applications, this book explains the mechanics behind the pilot's everyday operational tasks. The discussion focuses on the concepts themselves, using only enough algebra and trigonometry to illustrate key concepts without getting bogged down in complex calculations, and then delves into the specific applications for jets, propeller crafts, and helicopters. This updated third edition includes new chapters on Flight Environment, Aircraft Structures, and UAS-UAV Flight Theory, with updated craft examples, component photos, and diagrams throughout. FAA-aligned questions and regulatory references help reinforce important concepts, and additional worked problems provide clarification on complex topics. Modern flight control systems are becoming more complex and more varied between aircrafts, making it essential for pilots to understand the aerodynamics of flight before they ever step into a cockpit. This book provides clear explanations and flight-specific examples of the physics every pilot must know. Review the basic physics of flight Understand the applications to specific types of aircraft Learn why takeoff and landing entail special considerations Examine the force concepts behind stability and control As a pilot, your job is to balance the effects of design, weight, load factors, and gravity during flight maneuvers, stalls, high- or low-speed flight, takeoff and landing, and more. As aircraft grow more complex and the controls become more involved, an intuitive grasp of the physics of flight is your most valuable tool for operational safety. Flight Theory and Aerodynamics is the essential resource every pilot needs for a clear understanding of the forces they control.
Author: Colin C. Law Publisher: BrownWalker Press ISBN: 1627347283 Category : Transportation Languages : en Pages : 502
Book Description
A Flight Attendant's Essential Guide is written for airline executives, university lecturers who specialize in the airline industry, and for undergraduate students preparing for a career as a flight attendant. Those working in passenger, aircraft, airport as well as general communications at an airport or aircraft can benefit from this book though a thorough understanding the responsibilities of flight attendants. This textbook primarily focuses on the passenger aspect of in-flight service, including operations and communication skills, and how flight attendants interact with passengers at each phase of a flight.
Author: Paul R. Snyder Publisher: Aviation Supplies & Academics ISBN: 9781619548848 Category : Transportation Languages : en Pages : 0
Book Description
The practical guide to transforming your safety program into a functioning safety management system The advent of the safety management system (SMS) has affected all aviation sectors worldwide, and is now required for most domestic and international air operations, through either regulatory (14 CFR Parts 5, 119, or 121) or voluntary compliance. It's easy to be intimidated by the scope and complexity of SMS, but Practical Safety Management Systems distills the concepts and principles into a practical working format. Universities and training organizations will find guidance and resources to create, implement, and maintain a functioning SMS. An SMS must be adapted and continuously improved to meet an organization's mission while reducing risk to the lowest viable level for flight departments, independent contractors servicing the aviation industry, air traffic services, and more. Beyond mere theory, this book encourages hands-on exercise and practical application of SMS concepts and principles to varied industry areas such as flight crews, maintenance, air traffic control, airports, and unmanned aircraft systems (UAS). Beginning with an overview and history of SMS, chapters cover SMS components, costs and development process, approaches to safety culture, human factors, audits and evaluations, and more. Each chapter concludes with review questions. Extensive case studies and references are provided throughout, with additional resources supplied in a "Reader Resources" webpage. Practical Safety Management Systems is a useful guide for transforming your safety program into an up-to-date and beneficial safety management system.
Author: Leanna Rierson Publisher: CRC Press ISBN: 1351834053 Category : Computers Languages : en Pages : 612
Book Description
The amount of software used in safety-critical systems is increasing at a rapid rate. At the same time, software technology is changing, projects are pressed to develop software faster and more cheaply, and the software is being used in more critical ways. Developing Safety-Critical Software: A Practical Guide for Aviation Software and DO-178C Compliance equips you with the information you need to effectively and efficiently develop safety-critical, life-critical, and mission-critical software for aviation. The principles also apply to software for automotive, medical, nuclear, and other safety-critical domains. An international authority on safety-critical software, the author helped write DO-178C and the U.S. Federal Aviation Administration’s policy and guidance on safety-critical software. In this book, she draws on more than 20 years of experience as a certification authority, an avionics manufacturer, an aircraft integrator, and a software developer to present best practices, real-world examples, and concrete recommendations. The book includes: An overview of how software fits into the systems and safety processes Detailed examination of DO-178C and how to effectively apply the guidance Insight into the DO-178C-related documents on tool qualification (DO-330), model-based development (DO-331), object-oriented technology (DO-332), and formal methods (DO-333) Practical tips for the successful development of safety-critical software and certification Insightful coverage of some of the more challenging topics in safety-critical software development and verification, including real-time operating systems, partitioning, configuration data, software reuse, previously developed software, reverse engineering, and outsourcing and offshoring An invaluable reference for systems and software managers, developers, and quality assurance personnel, this book provides a wealth of information to help you develop, manage, and approve safety-critical software more confidently.
Author: Janelle Barlow Publisher: Berrett-Koehler Publishers ISBN: 1609943236 Category : Business & Economics Languages : en Pages : 238
Book Description
Branding is an integral part of modern business strategy. But while there are dozens of books on branding products and marketing campaigns, nobody has applied the logic and techniques of branding to customer service -- until now. Branded Customer Service is a practical guide to moving service delivery to a new level so that brand reinforcement occurs every time customers interact with organizational representatives. Janelle Barlow and Paul Stewart show how to infuse an entire organization with brand values and create a recognizable style of service that reflects brand promises and brand images.
Author: Greg J. Bamber Publisher: Cornell University Press ISBN: 0801457092 Category : Business & Economics Languages : en Pages : 237
Book Description
"And you thought the passengers were mad. Airline employees are fed up, too-with pay cuts, increased workloads and management's miserly ways, which leave workers to explain to often-enraged passengers why flying has become such a miserable experience."—New York Times, December 22, 2007When both an industry's workers and its customers report high and rising frustration with the way they are being treated, something is fundamentally wrong. In response to these conditions, many of the world's airlines have made ever-deeper cuts in services and their workforces. Is it too much to expect airlines, or any other enterprise, to provide a fair return to investors, high-quality reliable service to their customers, and good jobs for their employees?Measured against these three expectations, the airline industry is failing. In the first five years of the twenty-first century alone, U.S. airlines lost a total of $30 billion while shedding 100,000 jobs, forcing the remaining workers to give up over $15 billion in wages and benefits. Combined with plummeting employee morale, shortages of air traffic controllers, and increased congestion and flight delays, a total collapse of the industry may be coming. Is this state of affairs inevitable? Or is it possible to design a more sustainable, less volatile industry that better balances the objectives of customers, investors, employees, and the wider society? Does deregulation imply total abrogation of government's responsibility to oversee an industry showing the clear signs of deterioration and increasing risk of a pending crisis?Greg J. Bamber, Jody Hoffer Gittell, Thomas A. Kochan, and Andrew von Nordenflycht explore such questions in a well-informed and engaging way, using a mix of quantitative evidence and qualitative studies of airlines from North America, Asia, Australia, and Europe. Up in the Air provides clear and realistic strategies for achieving a better, more equitable balance among the interests of customers, employees, and shareholders. Specifically, the authors recommend that firms learn from the innovations of companies like Southwest and Continental Airlines in order to build a positive workplace culture that fosters coordination and commitment to high-quality service, labor relations policies that avoid long drawn-out conflicts in negotiating new agreements, and business strategies that can sustain investor, employee, and customer support through the ups and downs of business cycles.
Author: Sriram Dasu Publisher: McGraw Hill Professional ISBN: 0071809996 Category : Business & Economics Languages : en Pages : 241
Book Description
Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what’s driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: "Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic "Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future "I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great book unlocks." -- Kevin Davis, President and CEO, Bristol Farms "[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services." -- Mary Jo Bitner, PhD, Professor and Executive Director, Center for Services Leadership, W. P. Carey School, Arizona State University "Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations." -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio "This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty." -- Ali V. Kasikci, Regional Managing Director, Orient-Express
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Author: Colin C. Law
Author: Peter J. Bruce
Author: Ron Bartsch
Author: Charles E. Dole
Author: Colin C. Law
Author: Paul R. Snyder
Author: Leanna Rierson
Author: Janelle Barlow
Author: Greg J. Bamber
Author: Sriram Dasu