mgt636_ip4

Aug 10th, 2016
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Many staff in the airline service end feel they are overtaxed while others seem to have little to do. Divide up key airline staffing roles among your small group, choosing one role per person from among the following: cleaning crew, ramp agents, provisioning agents, reservation sales agents, customer service agents, pilots, and mechanics.

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MGT636-IP4NameClassDateProfessorCustomer Service Agent Going, Inc is experiencing challenges with the proper division of labor resulting in many members of the staff in the airline service end feeling overtaxed while others seem to have little to do. In order to make the necessary improvements and to properly divide up key airline staffing roles Going, Inc will need to develop new strategies that meet the need for service productivity and greater operational success. The types of new strategies will include adjusting job requirements, improvements to training and development; meet staffing needs, and adapting the job design. Customer service agents fulfill may roles and responsibilities at Going, Inc. The customer service agent at Going, Inc is responsible for working directly with the public and meeting the needs of the customer. In order for a customer service agent to be successful at Going, Inc they need to be able to provide quality service to customers and go the extra mile to ensure guests are satisfied with the service. The customer service agent is responsible for assisting customers with travel needs such as answering inquiries, ticketing, checking-in passengers, and boarding flights in a fast-paced environment as well as sell customer tickets and ensure the customer is provided with the right accommodations (). The customer service agent at Going, Inc is also responsible for data entry into the computer system in order t

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