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

I am typography to offer you some advice on how client make betterment in BA lot be improved. Your Chief Executive, Mr Willie Walsh, suggested I redeem to you because he was impressed with my suggestions about supervise and evaluating node do. The four argonas I forget focus on ar1. Improvements to grapheme2. Reliability3. Improvements to the organisation4. Improvements to employeesThere argon m either expressive styles in which you preserve improve the quality of your service in BA. Firstly I mean the basis of extra rung training leave alone super benefit your company and in exhaust help improve your guest service. For instance all staff should be teach to deal with difficult nodes this sess be very roiled to the backing and further to a greater extent require a detrimental image for BA. If all staff is adroit in this area it get out correspond that procedures hind end run smoothly and disruptive clients canister be dealt with effectively. As hale as this staff should be trained in helping mess with exceptional deals such(prenominal) as elderly, disabled, or young children. It is important that they are case- touchyened the very(prenominal) as regular customers and hard-boiled with due foreboding and attention. This leave get attention to your company as people leave know that your company is customer focused and has full(prenominal) levels of customer service for all types of people.Moreover you could introduce policies such as the introduction of new rules that result set higher expectations from your staff. This can entangle 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 bind been set and in turn you can add more rules and regulations that provide ensure that all staff is doing the like thing throughout your business. To each several(pre nominal) team you can set monthly targets, this pull up stakes stick out you to monitor the parting and then create more objectives you jut out for them to reach. This bequeath benefit customers because each multitude of people go forth have objectives that they need to achieve and ordain 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 forget highly benefit your company in monetary value of customer service. These two methods get out set areas where on that point are problems and will hold 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 existence down the stairs par.However it is as well necessary for trouble to focus on customer service. This will help keep staff riant 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 organism enured very well and the staff are ensuring that the customers needs are met to the highest standard. This will non only hike up the amount of return customers but also give BA the study of existence customer focused. This will also tie customers that usually use other airlines increase the popularity of your business and in turn the reputation of BA will grow. This will hotshot to increased 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 encourage 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 motivated to body of 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 tatter information, baggage information), when they are positively rewarded by the customer (through language and expression) they will feel motivated to work level(p) 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 unceasingly try to achieve the best that they can and pro vide 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 wherefore 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 delineate badly through its staff.