• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

I am writing to offer you some advice on how customer service in BA can be improved

Extracts from this document...

Introduction

´╗┐From- To- john.smith@ba.com Dear Mr Smith I am writing to offer you some advice on how customer service in BA can be improved. Your Chief Executive, Mr Willie Walsh, suggested I write to you because he was impressed with my suggestions about monitoring and evaluating customer service. The four areas I will focus on are: 1. Improvements to quality 2. Reliability 3. Improvements to the organisation 4. Improvements to employees There are many ways in which you can improve the quality of your service in BA. Firstly I believe the introduction of extra staff training will highly benefit your company and in turn help improve your customer service. For instance all staff should be trained to deal with difficult customers; this can be very disruptive to the clientele and furthermore create a negative image for BA. If all staff is trained in this area it will mean that procedures can run smoothly and disruptive customers can be dealt with effectively. ...read more.

Middle

This will benefit customers because each group of people will have objectives that they need to achieve and will be monitored throughout their progress to ensure the highest quality customer service is provided. As I suggested in a letter to your chief executive Mr Willie Walsh, the use of mystery shoppers and surveys will highly benefit your company in terms of customer service. These two methods will identify areas where there are problems and will allow you to put in the correct measures so this can be improved. For example if a mystery shopper identified that the staff were unfriendly, this will mean you can put in place training and/or aims and objectives and allow you to fix this issue. This will make your customer service more reliable because it will mean that it is aimed at certain aspects that have been pointed out as being under par. However it is also necessary for management to focus on customer service. This will help keep staff happy as they know that the management care about the service provided to customers and will in turn encourage them to adopt the same style. ...read more.

Conclusion

For instance if a member of staff has been trained in customer service, they will be confident when communicating with the customer and providing information (such as ticket information, baggage information), when they are positively rewarded by the customer (through language and expression) they will feel motivated to work even harder and will become critical of their own work and make sure it is to the best quality, and if not then try to improve it. This will mean that staff will constantly try to achieve the best that they can and provide excellent service. In comparison, a member of staff who has not been trained in customer service will be unsure about the way they should talk to the customer and will therefore feel unconfident with the work they are being asked to do. This will lead to them not being motivated to work hard which will make the quality of their work even worse. All in all this will mean that BA is being represented badly through its staff. Thank you for your time and patience Yours sincerely ...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 Case Studies 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 Case Studies essays

  1. unit 8 business online p1

    For example, Issues related to design, development, and implementation of small or large business decision support systems are discussed in detail and many aspects of the framework are illustrated using the inventory decision support system in a small and large business environment.

  2. MAZDA CARS IMC PLAN

    ?ur r?pr?s?nt?tiv?s will b? pr?s?nting th? inf?rm?ti?n th?t will b? h?lpful in th? d?cisi?n m?king pr?c?ss f?r ?ur c?nsum?rs. Th?y will pr?s?nt f?ctu?l ?vid?nc? with styl? ?nd s?phistic?ti?n th?t will m?k? th? p?t?nti?l cust?m?r h?ppy with th? pr?duct(www.Mazda.com). ?v?nt Sp?ns?rship Th? Pub Night ?t th? c?ll?g?s ?nd univ?rsiti?s th?t w?

  1. Functional Areas

    Marketing Marketing to make sure that the building is occupied with fans coming to matches. This keeps the reputation of the club up, and also boosts the confident of the players of the club. Also, with every fan that is watching the match, comes the money generated from them (ticket sales, food & drink sales, Merchandise sales etc).

  2. Would the opening of a fast food restaurant on Riddy lane (Luton) represent a ...

    some customers may not pay attention to the posters, producing the poster would also cost highly as you have to higher someone to produce it for you that would also increase costs of the business resulting in lack of profit.

  1. This GCSE coursework is about setting up a free-range egg unit in the Retford ...

    Partnership A partnership business is a business that has been formally agreed between two or more partners. The agreement between partners takes into consideration the amount of capital has been invested by each person and this is usually reflected in how the profits and losses are shared between the partners.

  2. Unit 5 - Customer Services A lvl

    Internal and External Customers and their needs Because Pizza Hut is generally known as a world wide company this would mean that the business would generally have a different range of customers, both internally and externally. Internal customers would be classed as those who work for the business, although they

  1. This marketing report is going to look at the internal and external analysis of ...

    Mark Warner caters for a range of different holidays, which include singles, couples, family and activity holidays, during the summer and the winter. Mark Warner has 9 beach resorts in countries such as Corsica, Egypt, Greece, Mauritius, Portugal and the Alps.

  2. Primark and Blockbuster Describe the main aims and objectives of the business and the ...

    Most importantly it is the only blockbuster store you will find. Why this is a good thing, blockbuster will get all of its customers to that coming store so they will receive the great deal of profit and customers. However not having a blockbuster everywhere or every town, such as

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