2742884

Service, Buyer

I was writing to provide some suggestions on how customer support in BA can be better. Your Chief Executive, Mr Willie Walsh, recommended I write to you because he was impressed with my suggestions regarding monitoring and evaluating customer care. The four areas I will focus on happen to be:

1 .

Improvements to quality

2 . Stability

3. Advancements to the enterprise

4. Improvements to staff

There are many ways you can increase the quality of your service in BA. Firstly I believe the development of extra staff training can highly gain your company also help improve the customer service. For instance all staff should be conditioned to deal with hard customers, this is very disruptive to the clientele and in addition create a bad image for BA. If perhaps all staff is been trained in this area it is going to mean that procedures can work smoothly and disruptive consumers can be managed effectively. And also this staff should be trained in helping people who have special requirements such as older, disabled, or young children. It is important that they are treated the same as frequent customers and treated with due care and focus. This will attract attention to your enterprise as persons will know that your company is customer targeted and features high levels of customer service for a lot of types of folks.

Moreover you might introduce procedures such as the intro of new rules that will set higher anticipations from your staff. This can include approaching several customers as it can be and asking them in the event that they need any kind of assistance in areas just like check-in. This will likely improve customer care levels since you can ensure that most people are following the rules that have been established and in turn you can add more rules and regulations that will make sure that all personnel is doing the same thing throughout your business. To each specific team you may set month to month targets, this permits you to keep an eye on the section and then produce more objectives you plan so they can reach. This will likely benefit buyers because each group of people will have objectives that they need to achieve and will also be monitored through their progress to ensure the highest quality customer service is definitely provided.

As I suggested in a letter to your chief executive Mister Willie Walsh, the use of mystery shoppers and surveys is going to highly profit your company with regards to customer service. Those two methods is going to identify locations where there are problems and will permit you to put in the correct measures which means this can be improved. For example if a mystery buyer identified that the staff were unfriendly, this will likely mean you can put in place teaching and/or seeks and goals and allow one to fix this matter. This will choose a customer service more reliable because it will mean that it is aimed at certain elements that have been pointed out as being below par.

However it is also essential for management to pay attention to customer service. This will help keep personnel happy as they know that the management care about the services provided to customers and will in turn cause them to become adopt the same style. Along with this it may also improve degrees of customer loyalty, this is because customers will feel that they are being treated very well plus the staff happen to be ensuring that the customer’s needs are attained to the highest standard. This will likely not only boost the amount of return clients but likewise give PURSE the reputation of being client focused. This will likely also appeal to customers that usually use different airlines increasing the demand for your business and in turn the reputation of BA will certainly grow. This will lead to increased sales as there will be a high volume of customers and therefore this will make increased profits.

Finally I believe it is very important that you train and improve your staff because this will allow you to gain one of the most from them. It will eventually improve the degrees of customer service they give, and imply that they are well informed with their job roles. Second they will be encouraged to knuckle down and self evaluate all their performance. In the event each and every employee does this it can improve the whole of BA’s performance and make it become a more good company.

For instance if a member of staff has been been trained in customer service, they are confident when ever communicating with the customer and providing information (such as ticket information, luggage information), when positively rewarded by the client (through vocabulary and expression) they will think motivated to work actually harder and definitely will become important of their own function and make sure you should the best quality, and if not in that case try to increase it.

This will mean that staff will continuously try to obtain the best that they can and provide excellent service. In comparison, a member of staff that has not recently been trained in customer care will be unsure about how they should talk to the customer and definitely will therefore truly feel unconfident with the work they can be being asked to do. This will likely lead to them not being motivated to work harder which will make the quality of their operate even worse. Overall this will imply that BA is being represented desperately through its staff.