STI Myanmar University & NMC 4 DBM – Group 5 Members

Myat Su Win

Thinzar Win

Ei Pwint Phyu

Su Su Aung

Ei Mon Thu

Aint Su Pyae

Nan Khin Nyein Chan

Kyi Phyu Thet

Su Su Phoo Pwint Mon

Myat Thondri Moe Myint

Khine Myat Yamon Thu

Myo Myat Thwe

Yamin Thwe

Flying Phoenix YOUR TRUSE IS OUR BLOOD

Introduction

Why Airline Customer Service ???

Flying Phoenix • Vision To be the best customer oriented airline

• Mission Integrated service takes us to lead the air travel

• Motto Your trust is our blood

• Competitive strategy Differentiation (best service and guaranteed safety)

Organization chart

• Organic type organization

Our definition of customer • What is customer?

• Who is customer?

• What is customer service?

• How is customer service sector developed?

MBO Planning of Customer Service

• Research for customers’ needs and wants

• Formulate and implement customer service strategies

• Internal and external analysis

• Review feedbacks and complaints

• Update the customer service plan

Customer service in

sales and marketing

• Customers’ needs and wants; “If I were…” mind-set

• Awareness of competitors’ information

• Providing special requests

• Participation in CSR programs

• Social Media Marketing systems

Domestic Route Map

• We fly with three ATR 72—500 aircrafts for domestic destinations;

Regional Route Map

• For regional destinations, we fly with three Air-Bus (A-320)

Customer service in

Reservation and ticketing

• Online and manual reservation system

(24 hour customer service)

• Online and manual payment system

• Special requests (meals, seats sand surprise services)

Special Meals 1. Vegetarian Meal 2. Muslim Meal

3. Child Meal 4. Diabetic Meal

5. Low Fat Meal

6. Hindu Meal

Special Meals 7. Oriental Meal

8. Seafood Meal 9. Fruit Platter Meal

Changes and Cancellation

Before flying date,

• Free of charge for any changes within 7 days

• 50 % charged within 4 days

• 80 % charged within 1 day

• Fully refund for cancellation within 7 days

• 50 % refund within 4 days

• 20 % refund within 1 day

Ground operation service

• Counter service (check-in)

• Security screening

• Boarding and gate

• Landing ground service

• Baggage claim

In-flight customer service • Greeting

• Pre-flight announcement & Demonstration

• In-flight catering

• Ancillaries service

• Other special services

– Baby Born on Plane

– Seasonal gifts

SWOT analysis Strength (Internal) Weakness (Internal)

-Our well-planned service strategy -No mobile and Web check in, member card and mileage card service. -Seat shortage in high season -No route to Western destinations -High Expectation of customer

Opportunity (External) Threat (External)

-Growth of Myanmar Tourism industry -Growth of foreign investments in our route destinations -Reputation attracted new customer

-Weather conditions and bird strikes -Government policy -Foreign airline organizations -Skillful employee shortage -Hack issues to our Internet System

Conclusion

• Change Challenges to Opportunities

• Integrated Services meet Customer’s satisfaction

THANKS FOR YOUR ATTENTION!!!!!!!!!

Discussions