In a recent survey by independent Business to Business (B2B) International Market Research Agency extending over the continents from Europe, Asia-Pacific, North America, Middle East and South America & Caribbean, Five Key Findings are central in the Executive Summary. 1-Significant growth in Jobs is forecast with the highest demands in Ground Operations, Customer Service and Cabin crew. 2-Finding new talent is a much bigger challenge than dealing with retirements.
3-Current Training initiatives are not effective enough.4-Providing training in Safety and Customer Service skills are higher than IT and Digital skills.5-Technology is changing, not replacing the Customer Service role.
Looking further into the report the role of Customer service is changing and will change to address Self-service and the rise in Automation.
Interestingly enough on a workshop facilitated by the Ministry of Tourism and conducted by Dr. Semisi Taumoepeau of the Auckland Institute of Studies, five skills gap have been identified from Tonga. Customer Service is identified in these skills gaps. Avenues of studies presented focused on bridging these gaps, with customer service, it is in lifting the standard.
The need for additional cabin crew, ground operation staff and customer service staff is expected to grow particularly strongly in Africa, Asia-Pacific and Middle East. These are also the regions with the highest predicted growth rates. Factors that cause the increase in jobs are Increase in Passengers, Introduction of new Aircraft and Growth in Geographical Routes.