Why we do it

We are passionate about customer service excellence and helping front-line aviation employees to cope with the rigours of dealing with angry, bad tempered and rude passengers.  We believe that helping employees to understand the role of emotional management in dealing with tough passenger encounters is the key to both an effective, professional and calm response and to helping employees feel properly supported.

If employees learn how to manage the emotions of angry passengers, whilst at the same time managing their own emotional displays, they can return passengers to a state of calm satisfaction with the service and keep situations under control.  This process of emotional management is known as Emotional Labour and the practical ways in which it is used in passenger contact work is a key feature in the airate core training.

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