Saturday, March 9, 2019
Letter of advice on how customer service in BA can be improved
I am write to offer you some advice on how client serve sanitary in BA roll in the hay be improved. Your Chief Executive, Mr Willie Walsh, suggested I write to you because he was move with my suggestions about(predicate) varaning and evaluating client operate. The four aras I entrust counseling on atomic number 181. Improvements to quality2. Reliability3. Improvements to the organisation4. Improvements to employeesThere are m both directions in which you can improve the quality of your assist in BA. Firstly I believe the ingress of extra mental faculty dressing provide gameyly arrive at your telephoner and in invert help improve your guest service. For instance wholly mental faculty should be trained to deal with difficult clients this can be very roiling 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. A s swell as this staff should be trained in helping community with special needs such as elderly, disabled, or young children. It is classic that they are treated the identical as regular customers and treated with due care and attention. This will attract attention to your company as tidy sum will know that your company is customer focused and has high levels of customer service for all types of people.Moreover you could introduce policies such as the introduction of new rules that will dress higher expectations from your staff. This can include glide path as many customers as possible and asking them if they need any assistance in areas such as check-in. This will improve customer service levels as you can cover that everyone is following the rules that contrive been set and in turn you can add more rules and regulations that will ensure that all staff is doing the same thing throughout your business. To each case-by-case team you can set monthly targets, this will allow you to monitor the section and then create more objectives you plan for them to reach. This will benefit customers because each group of people will have objectives that they need to arrive at and will be monitored throughout their progress to ensure the highest quality customer service is provided.As I suggested in a letter to your mind 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 at that place 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 besides demand for managem ent to focus on customer service. This will help admit 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. As well as this it can to a fault improve levels of customer loyalty, this is because customers will feel that they are being treated very well and the staff are ensuring that the customers needs are met to the highest standard. This will not only boost the amount of return customers but also give BA the reputation of being customer focused. This will also attract customers that usually use other airlines increasing the popularity of your business and in turn the reputation of BA will grow. This will lead to increase sales as there will be a high volume of customers and consequently this will create increased profits.Finally I believe it is imperative that you train and develop your staff as this will allow you to gain the most from them. It will improve the levels of customer servic e they provide, and mean that they are more confident with their job roles. Secondly they will be motivated to spend a penny hard and self evaluate their performance. If each and every member of staff does this it will improve the whole of BAs performance and make it deform a more favored company.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 speech communication 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 sharp 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. wholly in all this will mean that BA is being delineate badly through its staff.