• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month
Page
  1. 1
    1
  2. 2
    2
  3. 3
    3
  4. 4
    4
  5. 5
    5
  6. 6
    6
  7. 7
    7
  8. 8
    8
  9. 9
    9
  10. 10
    10
  11. 11
    11
  12. 12
    12
  13. 13
    13
  14. 14
    14
  15. 15
    15

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.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our GCSE People in Business section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related GCSE People in Business essays

  1. Customer service Tesco's customer expectations

    All Tesco customers would want their information to be kept private and safe so that when they buy products with debit or credit cards, their information will not be given out so Tesco have a database protection act where any customers information cannot be viewed by anyone that hasn't got authority.

  2. Produce a case study comparing two business organisations, investigating the extent to which each ...

    Last year they showed a video of Fosse Park - one of 25 stores they refurbished as part of their 'new concept' last year. This year they are taking the most effective elements of these stores and applying them to a further 100 locations - 60 by October and the rest by March.

  1. Importance of good Customer service.

    Benefits to the staff and Sainsbury include: 1. A more pleasant place to work because of a happier and more efficient workforce 2. Improved job satisfaction 3. Improved chances of promotion within the organisation 4. Greater co-operation and teamwork Examples of internal customers: 1.

  2. Tesco Customer Service.

    Employee: Ohh. I am sorry sir. I have had this problem before. Customer: Ahh. Well can you I have my money back? Employee: I'm sorry sir, but you can't. I can exchange it for you. Customer: I want my money back!

  1. This coursework is about the customer service at Argos. It covers the following:Responsibility of ...

    * Business organisations: at Argos other business organisations may be groups of individuals and organisations. Example is Nursery schools who buy outdoor toys from Argos. * Categories of individuals: Argos has particular products that meet the needs of a certain customers.

  2. Customer service within the travel and tourism industry

    Staff must always clear and accurate when providing customers information about what they have purchased Reliability When bookings are made, staff must make them within the maximum of 5 minutes. When answering phone calls, staff must answer calls within one minute.

  1. Methods used by Tesco to monitor if good customer service is taking place.

    Also to improve customer service in your store members of staff can help customers by helping elderly people carry their bags. Your store can also hire staff at checkouts to help customers pack their items in the bags. The Mystery Shopping Programme is a key tool for stores to use to improve the service they offer to customers.

  2. Investigate about the important roles that management plays in achieving my chosen organisation aims ...

    The managers have to have a trial period with the new equipments to check the possible before giving them to the staff. When there is a problem, he will be able to identify it and find solutions or call the maintenance team to handle it.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work