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Customer Service Management 1
Heading: Customer Service Management
Your name:
Course name:
Professors’ name:
Date
Introduction
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Customer Service Management 2
Scoot Airline is an airline situated in Singapore. It is a low cost company in the booming Asian
aviation industry. Although the European and American markets remain in fairly delicate state,
Asia has experienced a tremendous improvement in the air travel, particularly with budget
travelers. The carriers in the region face a high demand for low-cost travel alternatives from
middle-class travelers. The paper intends to evaluate the customer service management of the
company in relation to its strengths and weaknesses.
Customer Service Management
Following the Air Asia X’s footsteps, the latest air carrier to emerge in the region is the Scoot
Airline, which is a low-cost firm that flies under the Singapore Airlines. The company enters the
Asian market with an emphasis on high frequency, low-cost long haul routes intended for
middle-class customers. It also focuses on positive, fun client experiences without whistles and
bells. Furthermore, the company boasts of the modern operations and marketing strategies
including casual uniforms, marketing videos, and informal website (Singapore Airline Cargo
Corporate, 2012).
In addition, Kennedy (2011) says that the company operates long haul flights, rather than the
short-distance ones. It also has a new Boeing 777-200, and the aircrafts are from Singapore
Airlines. It has also reconfigured the 777s with modern seating arrangement and a bright yellow
conspicuous color.
In terms of fares, the company has three fare packages including FlyBag, Fly, and FlyBagEat.
Here, the cheapest and simplest of the arrangements is the Fly that entails a seat only. Another
package FlyBag that involve at most 15 kilograms checked luggage. In the FlyBagEat package,
there is 15 kilograms check-in baggage as well as a hot meal. The difference in price between
FlyBag and FlyEatBag is due to the in-flight meal worth S$15 and the 15 Kilograms luggage
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Customer Service Management 3
worth S$30. Additionally, the company also offers business class seating known as ScootBiz,
which include more food, drink, and luggage allowances among other quality services (Kennedy,
2011).
Additionally, the company offers buy-onboard and ala-carte services. It also has great plans for
the on-board entertainment for its customers in the course of business. Despite the fact that the
airline has nine crew members in every flight, and thus the services is brisk and friendly. The
crew serves customers promptly, and the attendants are always cheerful. The carriers also have a
tight 3-4-3 configuration that enables easy navigation. Besides, the Super seats are near the
lavatory and the plane’s front part. It also reaches out to its clientele through social networks
including Twitter and Facebook (Singapore Airlines, 2012).
However, the positioning of the call buttons on passenger seats armrests may cause wrong
alarms that are irritating. Additionally, the seats have no headrest, hence forcing the clients to
come with their own, or purchase the company’s expensive pillow, blanket set, or an eye mask
that worth S$18 (Big Thing Advertising, 2012).
In relation to fare, the company has set low fare worth $250 during the initial promotional one-
way air tickets to Gold Coast, Sydney, or Singapore. The company charges its customers low
fare, for instance, the full round trip fare from Singapore to Sydney and back S$539.09. This is a
considerable savings over normal airlines. Nevertheless, there is a convenience fee paid
completing the booking process, for example, paying through credit card is S$9 every way
(Scoot, 2012).
Conclusion
Scoot Airlines is one of the Asian Aviation’s cheap air carriers with an effective customer
service management. In spite of some weaknesses including poorly situated call buttons, lack of
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Customer Service Management 4
headrest, and a few attendants, the company boasts of modern marketing approaches, long-haul
and high frequency flights. The company offers relatively affordable services to its clients in a
variety of ways. Some of them include comfortable seats, distinct ay packages for different
seating arrangements, excellent in flight meals, space for at most 15 kilograms luggage, and
cheerful and friendly flight attendants. To reach out to its clients, it uses social networking
media, such as Facebook and Twitter.
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Customer Service Management 5
References
Scoot. Tiger and Scoot to Roll out Joint Itineraries to 13 more Destinations (2012):1-2.
http://www.tigerairways.com/news/TR_20121031_Tiger_and_Scoot_to_Roll_Out_Joint_
Itineraries_to_13_More_Destinations.pdf
Singapore Airlines. Singapore Airlines Annual Report 2011/2012 (2012): 1-100.
http://www.singaporeair.com/pdf/Investor-Relations/Annual-
Report/annualreport1112.pdf
Kennedy Alex. Singapore Air starts ‘Scoot’ Budget carrier aims for share of no-frills market.
Journal Gazette.net (November 6, 2011). Retrieved on November 8, 2012 from
http://www.journalgazette.net/article/20111106/BIZ/311069947/1031
Big Thing Advertising. Scoot Advertising Proposal (2012): 1-36. http://strongerhead.com/wp-
content/uploads/2012/10/Ad310-Scoot-Ad-Proposal-Ref-1.pdf
Singapore Airline Cargo Corporate. News, April - June 2012 Issue (2012): 2-19.

Unformatted Attachment Preview

Customer Service Management 1 Heading: Customer Service Management Your name: Course name: Professors’ name: Date Introduction Customer Service Management 2 Scoot Airline is an airline situated in Singapore. It is a low cost company in the booming Asian aviation industry. Although the European and American markets remain in fairly delicate state, Asia has experienced a tremendous improvement in the air travel, particularly with budget travelers. The carriers in the region face a high demand for low-cost travel alternatives from middle-class travelers. The paper intends to evaluate the customer service management of the company in relation to its strengths and weaknesses. Customer Service Management Following the Air Asia X’s footsteps, the latest air carrier to emerge in the region is the Scoot Airline, which is a low-cost firm that flies under the Singapore Airlines. The company enters the Asian market with an emphasis on high frequency, low-cost long haul routes intended for middle-class customers. It also focuses on positive, fun client experiences without whistles and bells. Furthermore, the company boasts of the modern operations and marketing strategies including casual uniforms, marketing videos, and informal website (Singapore Airline Cargo Corporate, 2012). In addition, Kennedy (2011) says that the company operates long haul flights, rather than the short-distance ones. It also has a new Boeing 777-200, and the aircrafts are from Singapore Airlines. It has also reconfigured the 777s with modern seating arrangement and a bright yellow conspicuous color. In terms of fares, the company has three fare packages including FlyBag, Fly, and FlyBagEat. Here, the cheapest and simplest of the arrangements is the Fly that entails a seat only. Another package FlyBag that involve at most 15 kilograms checked luggage. In the FlyBagEat package, there is 15 kilograms check-in baggage as well as a hot meal. The difference in price between FlyBag and FlyEatBag is due to the in-flight meal worth S$15 and the 15 Kilograms luggage Customer Service Management 3 worth S$30. Additionally, the company also offers business class seating known as ScootBiz, which include more food, drink, and luggage allowances among other quality services (Kennedy, 2011). Additionally, the company offers buy-onboard and ala-carte services. It also has great plans for the on-board entertainment for its customers in the course of business. Despite the fact that the airline has nine crew members in every flight, and thus the services is brisk and friendly. The crew serves customers promptly, and the attendants are always cheerful. The carriers also have a tight 3-4-3 configuration that enables easy navigation. Besides, the Super seats are near the lavatory and the plane’s front part. It also reaches out to its clientele through social networks including Twitter and Facebook (Singapore Airlines, 2012). However, the positioning of the call buttons on passenger seats armrests may cause wrong alarms that are irritating. Additionally, the seats have no headrest, hence forcing the clients to come with their own, or purchase the company’s expensive pillow, blanket set, or an eye mask that worth S$18 (Big Thing Advertising, 2012). In relation to fare, the company has set low fare worth $250 during the initial promotional oneway air tickets to Gold Coast, Sydney, or Singapore. The company charges its customers low fare, for instance, the full round trip fare from Singapore to Sydney and back S$539.09. This is a considerable savings over normal airlines. Nevertheless, there is a convenience fee paid completing the booking process, for example, paying through credit card is S$9 every way (Scoot, 2012). Conclusion Scoot Airlines is one of the Asian Aviation’s cheap air carriers with an effective customer service management. In spite of some weaknesses including poorly situated call buttons, lack of Customer Service Management headrest, and a few attendants, the company boasts of modern marketing approaches, long-haul and high frequency flights. The company offers relatively affordable services to its clients in a variety of ways. Some of them include comfortable seats, distinct ay packages for different seating arrangements, excellent in flight meals, space for at most 15 kilograms luggage, and cheerful and friendly flight attendants. To reach out to its clients, it uses social networking media, such as Facebook and Twitter. 4 Customer Service Management 5 References Scoot. Tiger and Scoot to Roll out Joint Itineraries to 13 more Destinations (2012):1-2. http://www.tigerairways.com/news/TR_20121031_Tiger_and_Scoot_to_Roll_Out_Joint_ Itineraries_to_13_More_Destinations.pdf Singapore Airlines. Singapore Airlines Annual Report 2011/2012 (2012): 1-100. http://www.singaporeair.com/pdf/Investor-Relations/AnnualReport/annualreport1112.pdf Kennedy Alex. Singapore Air starts ‘Scoot’ Budget carrier aims for share of no-frills market. Journal Gazette.net (November 6, 2011). Retrieved on November 8, 2012 from http://www.journalgazette.net/article/20111106/BIZ/311069947/1031 Big Thing Advertising. Scoot Advertising Proposal (2012): 1-36. http://strongerhead.com/wpcontent/uploads/2012/10/Ad310-Scoot-Ad-Proposal-Ref-1.pdf Singapore Airline Cargo Corporate. News, April - June 2012 Issue (2012): 2-19. Name: Description: ...
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