• 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. sainsburys. The aims and objective of Sainsburys are very straightforward

    to shop they may do this by improving the way branches are layout, they may also do this with their internet banking site allowing customers to

  1. Busines comparison between Tesco & Sainsburys

    than Sainsburys Working out: Tesco : �40.00 - �35.00 = �5.00 * You save more in Tesco as you can see. Sainsburys: �40.00 - �36.17 = �3.83 Amount saved per year: Tesco: 52 x �5.00 = �260.00 *You save more in Tesco in a year as you can see.

  2. MAZDA CARS IMC PLAN

    Support Claims Statement Driving dynamics, style and expertise unmatched in the compact class. Strategies Our booths will be set up in schools and universities to show with clear communication to students. * Slogan Our audience will be fixed in our cottage with our motto is "Mazda3, what you want your trip to be."

  1. Functional Areas

    allows for the Development team to spot errors in the current self-service book desks and learn from them. Carried out consultations with the developers and designers. ?? Produced proposals for news ways of working and enhancing the service by introducing this technology.

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

    We also compared Beach holiday prices: * Couple aged 18-24 * Portugal * 14 nights * Leaving on July 11th 2009 * Half Board * Leaving from Gatwick Airport And Family Holiday prices: * Two Adults and 2 children (under 11)

  2. Response letter from Alton Towers.

    This was the catalyst for a period of intense development and a number of iconic rides were introduced. Hotels were added to the resort in 1996 and 2003, together with a Spa, waterpark and Conference Centre. In 1990 the Park became part of the Tussauds Group, who were later taken over by the Merlin Entertainments Group in March 2007.

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