Business Administration, Deliver and Monitor Service to Customers. Read Letter and write report.
In connection to the letter to the Customer Service manager of Hamilton Air by a customer, this report aims to identify the basic issues in the customer service of the company. The flaws in service like lack of professionalism in the ground staff or the ticketing crew leads to degraded service that seriously hampers loyalty. In this context the limitations of the company have been identified. Moreover, the various modifications that can be introduced by management of the company have been identified and highlighted in the recommendations section of the report.
The air service industry undergo a great level of interaction between the customers and the employees. However, in Hamilton Air, the frontline staff are often incapable to handle the rush hour passenger flow (Hamiltonair.com, 2018). The service structure at the flight stations are also poorly framed. As evident, peer service can in turn result in negative public through word of mouth by the dissatisfied customers. However, the service in all the flight stations of Hamilton air are poor. The letter of the dissatisfied customer makes it evident that certain basic flaws are evident in the service quality of the airline quality. Fore mostly, prioritisation towards the customer’s needs are not on the primary list of the ground staff or the airport staff (Namukasa, 2013). The letter also makes it evident that the serviceability of the customer assistance section is flawed
The attitude of the ticketing crew or the check in desk staff prove that customer satisfaction is not focused upon by the staff. Repurchase and customer recommendation are valuable ways of publicity for any airline company (Namukasa, 2013). The company have been operating in the airline sector for over 60 years. In spite of that there have been basic flaws in the customer eservice that dampens the market reputation of the company. In general, Misopoulos et al. (2014), opines that airline companies follow a strategy of complaint tracking to improve their service. Besides, the customer’s experience makes it evident that the company did not arrange for any apology or assistance to the customer for the servicing flaws.
Conclusion and Recommendations
Analysing the given scenario in the case study, it can be opined that Hamilton Air management is unable to competently mange the customer service sector of their service. This can have serious impact on the customer market and some major organisational changes are necessary to address the changes. Fore mostly the managme3nt should consider if the employees related to customer service at the flight stations have the necessary skills or not. An internal survey can be arranged for analysing the issue. Again, if the company suppose that they lack the competency for providing commendable service to the customers, then they can outsource any efficient organisation the responsibilities of customer management at the airport. Besides, lack of adequate staff is a major issue because of which the customers of the company get interrupted service at the airport. In that case, the company can consider appointment of new staff. Again, if there is a financial issue with the upper management, the company can employ employees on a contractual basis on third party payroll. The management should consider customer assistance with seriousness, since service quality is the biggest determinant in the airline industry
Hamiltonair.com, (2018). About Us. Retrieved on 14n July 2018, from https://www.hamiltonair.com/index3.html
Namukasa, J. (2013). The influence of airline service quality on passenger satisfaction and loyalty: The case of Uganda airline industry. Makerere University Business School.
Chow, C.K.W., 2014. Customer satisfaction and service quality in the Chinese airline industry. Journal of air transport management, 35, pp.102-107.
Misopoulos, F., Mitic, M., Kapoulas, A. and Karapiperis, C., 2014. Uncovering customer service experiences with Twitter: the case of airline industry. Management Decision, 52(4), pp.705-723.