Customer care for Johnny Air: A training video

• Main Author: Lagasca, Alelie Madeleine C.
• Format: text
• Language: English
• Published: Animo Repository 2007
• Subjects: Communication
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/2242
• Institution: De La Salle University

Due to fierce competition in the market and customer demands that constantly change, the management of Johnny Air Cargo acknowledges the fact that their training program has a lot of room for improvement. The management mentioned that the company needs a more interactive approach in its training, something that the employees can relate with, while at the same time increasing their motivation to learn. In line with this, the Customer Care for Johnny Air Training Video was conceptualized. The training video for Johnny Air Cargo deals with procedures on how front liners (e.g. front desk personnel, drivers, messengers) greet and assist current customers and potential clients when sending and receiving their packages. This will also feature how to handle phone calls and/or inquiries to greet and attend to customers on the point of delivery and to walk in customers and to provide fast and up-to-date information regarding the services of the company. While Johnny Air already has a training manual on the basics of customer service, a video could show a more realistic and accurate presentation of situations where staff have to communicate with customers. An audio-visual presentation could show more concrete images and scenarios as to how employees should communicate and behave towards customers in a more uniform manner. The video will be integrated with the module through the company's training seminars for new and old staff. At the same time, it will act as a refresher and reinforcement tool for current employees. While the current module gives broad policies about customer relations, the video would show more specific details.