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Customer service at Manchester Airport.

Extracts from this document...

Introduction

Task C At Manchester airport, they have certain ways that have to run through day in and day out which is to try and satisfy the customers, through aims and objectives that they have set to try and achieve. The ways that they try and satisfy the customers are through their values which they try and anticipate the customer's needs and wants before they ask which pleases customers, this is one way that they try and satisfy tem. Another way is through the staff's behaviour and their body language because they try and act responsible and act in a way which the customers would find appropriate and make them easy to approach if they need help. This is a good way because they are putting their customers first which is good customer service because if they don't then customers will have a sense of dissatisfaction and will tend not to use their facilities again which is bad for business. One of ways that they could improve this is by having aims and objectives especially designed for customer satisfaction because that way if they don't follow them then they know where they are going wrong. In their values they state that customer experience is one of their main values which are good because that way they have thought abut their customers and not just the airport itself. By getting repeat business, they have to produce excellent customer service to those customers that they already have because if they are receiving good customer service and are satisfied then they will tell other people and they may be willing to try their facilities. It says in the values of Manchester airport that innovation is one of their main values and this means they are willing to try new things for example open more shops and facilities there or expand the airport and introduce more airlines there. ...read more.

Middle

If they are unable to initially get information then they should tell the customer that they would research the information that they requested for and then give them a telephone call back. This way they are keeping customers and not losing them. If they cannot get the information initially and turn the customers away this is bad customer service and this is a way of losing customers and business. If is also a lack of communication because it means by not taking the correct procedure and not going out their way to satisfy the customers then that means they are giving out bad customer service and not good customer service. One of the ways that may happen is if they turn away customers too often this could give a bad public image for Manchester airport and this is not good. Ways they could achieve information and not lose their customers is by communicate with the customer and make the customers understand that they do not have the information available at that moment in time but would be able to get the information to them if they researched it. This is a good method but couldn't be used too often because people would realise that they didn't have information handy for them to use and then that would be seen as bad customer service. Communication is seen to play a major part in customer service. This is shown in the behaviours of Manchester airport. Some of the ways that this could be changed could be that the staff takes courses and training on a regular basis so they get reminded of what is needed from them and what is expected from them. They should also be monitored on the phone so that way they are being watched so there senior management can point out where they need to improve. Another point of the consequences of poor customer service if Manchester airport are losing their current customers and they are not increasing the amount of new customers this means that they are losing revenue and losing future investments. ...read more.

Conclusion

If the airport has a sudden loss of income this could mean that they may loss some competition and the edge of it. This is because they will not have the capital to improve things and it will also mean they will not be able to expand. This looks bad for the airport because it means that they will lose customers because of their facilities not their standards of customer service which may be excellent. The lack of development would means that loss of income and the loss of revenue would increase. This means they are not meeting their objectives because it says in their objectives that they wanted to increase their revenue and commercial income over the year if they lose their edge of competition then that may lose them their objectives and they will not meet them. Some of the ways that they would increase their chances of having a good edge of competition would means they would have keep up their excellent customer service and increase their facilities when the income if flowing and not stalled. One of the ways they could achieve this is to have offers on and advertise them on the TV and in other places. In conclusion to all of these points I can see that there are a lot more points to consider when you break up customer service and the impact of customer service whether they are good or bad. This is a way to see where a company or business is going wrong and as you can see at Manchester airport there are more negative impacts than positive but that doesn't mean they are losing out on business and income, it is just looking at all the points to consider. In my opinion I can see that Manchester airport is meeting all their aims and objectives. Although they still need to review certain things every so often. This is because then they can see their progress and where they need to improve and what needs to be improved dramatically in the airport. ?? ?? ?? ?? Kellie Cliffe 26200 1036 ...read more.

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