• 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

    str?t?gy. Sinc? w? ?r? m?stly t?rg?ting c?ll?g? ?nd univ?rsity stud?nts ?n c?mpus?s, it ?nly m?k?s s?ns? t? ?im ?ur pr?duct in such ? w?y th?t is this pr?cis?. I b?li?v? th?t w? will b? blitzing th? t?rg?t ?s w?ll. ?s w? c?m? ?nt? th? c?mpus?s, m?ny stud?nts will s??

  1. Functional Areas

    Provided marketing and publicity promoting the new self-service system and its efficiency for the customers. Resources Drew up and managed the project plan for the project, by doing this, it eases the other departments' jobs to complete the aim. Worked on procurement, Drawing up specifications and tendering to obtain the best value for money.

  2. Response letter from Alton Towers.

    In every respect and to every group of stakeholders Merlin will always be an exciting company to be involved with. How does Alton Towers develop a partnership with the local community? Alton Towers works very closely with the local community and as a result has very strong ties with the surrounding villages.

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

    Some activity courses and childcare incur extra costs. Accommodation could be either in hotels, villa-style apartments, or bungalows, depending on your holiday location. Mark Warner was partnered with Excel Airways to charter flights from Gatwick, Manchester and Birmingham Airport before XL's collapse in late 2008.

  2. Unit 5 - Customer Service

    * They make sure that people who are being employed are trained or are in training and may help develop other skills other employees may need to develop. * Human Resources also help look after working conditions. Job roles HR Adviser - A HR Advisors help to satisfy their clients

  1. Customer Service. The aim of this project is to assess the customer service of ...

    But how do such concepts translate into performance on the store floor? Exactly what do customers perceive as good service quality? Below there is an explanation of some of the factors that make up the operational dimensions of service quality.

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

    provides alcohol and soft drinks, The Meedou is a Chinese restaurant, Chicken Hut supplies and specialises in chicken and chips. Zaffarani is an Indian restaurant. Early Till Late is a local newsagent, Annies Bakery is a bakery supplying food such as donuts, sandwiches etc.

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