Call Handling Skills Survey

How everyday learning will hone our travel experts’ call handling skills?

Please don't share your answers.

(Optional:You may conduct a survey with your teams or ask them personally during coaching or huddle sessions.)
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A red asterisk (*) indicates required questions.

  1. We all know that learning is an everyday curve.

    What do I mean by Call Handling Skills here? It is the manner on how our travel experts communicate with our customers. It involves listening, acknowledgement, empathizing and the way how it is delivered. It includes choice of words too. Sometimes, these are neglected, but small changes make a dramatic difference.

    As a leader, how do you see these agents will learn and retain their call handling skills as a travel expert of Hawaiian Airlines?

    Please rate from 1 to 5.

    1 - strongly disagree
    2- disagree
    3- it can be
    4- agree
    5- strongly agree*

          1 2 3 4 5    
      1. FROM MISTAKES (eg: PNR Errors, complaints, QA markdowns and autofails), “We learn from failure, not from success!” – Bram Stoker, Dracula   
      2. ROLE-PLAYS (eg: during coaching sessions), “Tell me and I forget, teach me and I may remember, involve me and I learn.” – Benjamin Franklin   
      3. DATA ANALYSIS among leaders (eg: comparison of a specific metric from the previous month to current), “Study the past if you would define the future.” – Confucius   
      4. ONE-ONE-ONE COACHING, “I am not a teacher, but an awakener.” – Robert Frost   
      5. VISUAL AIDS (eg: Factsheet, scripts posts), “We are visual creatures. Visual things stay put, whereas sounds fade.” – Steven Pinker   
      6. ASSESSMENTS, “It is not that I'm so smart. But I stay with the questions much longer.” – Albert Einstein   
      7. REFRESHER COURSE (eg: Up training), “In learning you will teach, and in teaching you will learn.”- Phil Collins   
      8. COMMUNICATIONS (eg: Sending of new communications), “The more that you read, the more things you will know. The more that you learn, the more places you'll go.” – Dr. Seuss   
      9. SANCTION (eg: Issuance of IR) , “When a law enforcement officer apprehends an illegal immigrant, it makes no sense to simply release that individual who has been breaking our laws with no threat of sanction or penalty.”- Bobby Jindal   


  1. What attribute is mostly affected when these travel experts will not practice the use of their call handling skills properly? *
    Customers willingness to recommend will be lessen
    Quality scores are lower (Active Listening, Communication, Ability to connect and the likes line item)
    Increase in PNR errors
    Higher AHT
    More complaints
    Lower Service Level
    Revenue Loss
    Irate customers
    Unsatisfied customers


  1. This survey is created to get your insights and input that can help Training Team in our "Training Needs Analysis" for a Better Customer Service in Hawaiian Airlines.

    We appreciate your time in taking the survey.
    Mahalo nui loa great leaders!


    Please add your comments/suggestions here.

    We appreciate your feedback.





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