Improve the Experience and everybody wins

Sohil Sharma, Associate Director - Air Supply

 

 

“Many will start fast; few will finish strong.” — Gary Ryan Blair

 

 

Picture this: April 2, 2011. Dhoni is on the crease. We are just moments away from winning the ICC World Cup. And then he hits a decisive six … the most crucial boundary in India’s history.

 

For years, we have talked about the openers in cricket - Sehwag, Sachin, etc. etc. - we were singing praises for them because they were such durable openers. But we cannot deny that the cricket team was missing a strong finisher. Enter Dhoni, and the rest is history.

 

I work in the airline's supply team, and my role encompasses both sales and post-sales. It’s exciting for me because I am involved in customer acquisition & building an experience that helps our customers to keep coming back to us for their travel needs.

 

‘Be a finisher.’ This is the mantra of the post-sales team.  We work with the customer and leverage our relationship with airlines to solve customer grievances to the best of our abilities. This is not always easy though, because we have to play a balancing role and manage our relationship with the airlines, resolve issues for the customer while avoiding any losses for the organization.

 

Relationship management is the core skill we have to teach, and at the heart of the building and nurturing productive relationships is care and empathy. Through humility, transparent communication, and productivity, we have created a positive relationship and inculcated a collective sense of responsibility towards the customer. Though we are focused on finishing strong; in our role, the means are as necessary as the end.