• 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...


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.


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.


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. Marked by a teacher

    Customer service at Thorpe Park visitor attraction.

    3 star(s)

    keep an eye on the cars of the customers and prevent anyone breaking into them. This is good because customers can be free while in The Park rather than having to worry about the safety of their car. Thorpe Park complain Procedures This is a very important produce as you cannot refuse take a customers complaint.

  2. 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.

  1. Unit 5 - Customer Service

    needs to be competitive in the market place and to be able to develop and introduce their products quickly as possible. HR Assistant - A HR Assistant helps recruit new employees or dismiss them if necessary and train them if needed to.

  2. Busines comparison between Tesco & Sainsburys

    In Tesco you would save �260 using the same shopping basket everyone week and having �40 to spend every week. The results for Sainsburys using the same shopping basket as Tesco and having �40 every week to spend for a whole year was that you would save �199.16 in a whole year.

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

    Activity courses and childcare again also have additional costs. Mark Warner was partnered with Excel Airways to charter flights from Heathrow, Manchester, Birmingham and Edinburgh, each with additional costs. The winter holiday season is from December to April. Price: Mark Warner is associated with luxury and so their prices for the services they offer are quite expensive, compared to competitors.

  2. Analyze the impact of globalization on the economic development and standard of living in ...

    This change must have resulted from the realisation among Chinese leaders of the gain to be achieved from international trade. The exports of goods and services grow by 13% from 1980-1998. Foreign investment, the second component of the open-door policy, was promoted through the opening of different regions of China.

  1. Unit 5 - Customer Services A lvl

    To meet the needs for these customers Pizza Hut offer a brail menu for the blind to help them choose from the different services that they offer to their overall customers. Also Pizza Hut provide double doors which would allow wheelchair access to easily go through the doors and out

  2. Investigating a business and what business do - London Heathrow Marriott (LHM) and Tescos.

    Tesco?s does these in two ways. First, Tesco?s forecast what customers will buy, using sophisticated, detailed models to consider variables such as seasonality, Tesco?s rather forecasts and likely response to promotions. Second, their ordering systems automatically update in real time based on what customers do actually buy, so that Tesco?s can quickly and accurately supply stores with the right products at the right time.

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