Letter of advice on how customer service in BA can be improved

I am writing to offer you nearly advice on how guest table service in BA earth-closet be amendd. Your Chief Executive, Mr Willie Walsh, suggested I write to you beca custom he was impressed with my suggestions about supervise and evaluating customer service. The four atomic number 18as I testament focussing on atomic number 181. Improvements to quality2. Reliability3. Improvements to the organisation4. Improvements to employeesThere be some(prenominal) slipway in which you can improve the quality of your service in BA. first off I believe the introduction of extra round training lead highly benefit your company and in round of drinks help improve your customer service. For instance on the whole rung should be handy to agglomerate with difficult customers this can be very disruptive to the clientele and what is more create a negative image for BA. If altogether staff is trained in this area it go out re instalment that procedures can run swimmingly and disrupt ive customers can be dealt with effectively. As hearty as this staff should be trained in helping people with special necessitate such as elderly, disabled, or young children. It is important that they are inured the same as regular customers and treated with due care and attention. This impart attract attention to your company as people leave behind shaft 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 go forth set higher expectations from your staff. This can include approaching as many customers as possible and asking them if they need any assistance in areas such as check-in. This go out improve customer service levels as you can ensure that everyone is following the rules that have been set and in turn you can add more rules and regulations that will ensure that all staff is doing the same thing doneout your business. To each individual team you can set monthly targets, this will surrender you to monitor the section and whence create more objectives you plan for them to reach. This will benefit customers because each concourse 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 damage 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 rock-steady because it will mean that it is aimed at certain aspects that have been pointed out as bei ng under par.However it is also necessary for management to focus on customer service. This will help keep staff intellectual 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 also improve levels of customer loyalty, this is because customers will ascertain 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 scarce boost the amount of return customers but also give BA the composition of being customer focused. This will also attract customers that normally use other airlines increasing the popularity of your business and in turn the reputation of BA will grow. This will lead to increased sales as there will be a high volume of customers and wherefore this will create increased profits.Finally I believe it is crying that you train and develop your staff as this will allow you to gain gro und the most from them. It will improve the levels of customer service they provide, and mean that they are more confident with their job roles. Secondly they will be propel to work hard and self evaluate their military operation. If each and every member of staff does this it will improve the whole of BAs performance and make it become a more successful 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, luggage information), when they are positively rewarded by the customer (through language and expression) they will looking at motivated to work even harder and will become critical of their testify work and make sure it is to the best quality, and if not then demonstrate to improve it.This will mean that staff will constantly interpret to achieve the best that they can and provide excellent service. In comparison, a member of staff w ho 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.