Writing page 103 PDF

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Writing page 103...

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Writing page 103 – Customer service Executive summary Several complaints have been made to customer service. Problems in the Department have left these complaints unanswered and obliged the staff to prioritize the most important ones. Hurrah Airlines should therefore deal with these complaints in the order accorded and improve the speed and the quality of answers given to customers through proper staff training. Introduction This report will look at: • The events occurred that brought to the complaints • Explanation underneath the prioritization of the complaints • Possible solutions for the complaints • Problems affecting the Customer Service Department • Recommendations for improving the Customer Service Department Findings 1. The complaint we should deal with at the fastest speed is from Jacques Duperrier dated September 3rd. He was charged with a 30$ fee for the hire of a wheelchair necessary for him to get on the airplane to Paris. He contacted the Disability Right Commission and a national newspaper and he is ready to go to court. We recommend offering Mr Duperrier a formal letter of apology from the CEO, promising a decisive change in our disabled people policy and offering him the next flight free of charge. 2. Another complaint we should take care of with the highest priority is from Martha Gomez. Ms Gomez lost her suitcase that couldn’t be found at baggage claim and she is currently in London alone and with no documents or personal belongings. We recommend to immediately contact Ms Gomez and offer her our support in finding the baggage but also providing her with the necessities for this period. Conclusion Hurrah Airlines should take care of the prioritized complaints and make major improvements in this path, allowing all customers to have answers quickly according to the urgency of their problems. Recommendations • Hurrah Airlines should adopt a CRM system that will enable staff to prioritize complaints and answer more quickly

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Hurrah Airlines should increase the budget granted to the Customer Service Department, hiring more expert staff members Hurrah Airlines should improve its Diversity and Inclusion policy, opening a new Department if necessary...