StudentShare
Contact Us
Sign In / Sign Up for FREE
Search
Go to advanced search...
Free

Good Customer Relations: Delta Airlines - Essay Example

Cite this document
Summary
This report “Good Customer Relations: Delta Airlines” is an analysis of two Airlines and the differences in their customer relations services. This airline has been recognized in the past for its Airline Staff Service excellence in North America…
Download full paper File format: .doc, available for editing
GRAB THE BEST PAPER91.3% of users find it useful
Good Customer Relations: Delta Airlines
Read Text Preview

Extract of sample "Good Customer Relations: Delta Airlines"

Good Customer Relations: Delta Airlines Good customer service is one of the greatest pillars of any organization. “You are on your own” is a phrase that should never be used in the same sentence with good customer relations (Spector and McCarthy, 2005). According to Spector and McCarthy, a company that takes its customers seriously also enjoys unmistakable loyalty from them. The following is an analysis of two Airlines and the differences in their customer relations services. This airline has been recognized in the past for its Airline Staff Service excellence in North America. The airline is proactively involved in the wellbeing of its customers needs. Its customer relations policy clearly states that the traveler’s experience encompasses a most elaborate customer service possible (Delta Airlines, 2010). The policy encompasses notification on and providing help in case of diversions, delays, and cancellations. The policy also addresses the issue of ticket refunds and baggage delivery. Delta’s corporate culture does support this customer service. The customer relations staff at Delta are not the only people involved in ensuring that the customer is satisfied. Everyone in the company is empowered to provide whatever kind of assistance is needed by customers. Implementation of the customer relations policy at Delta is very effective because everyone is ready to play their role in ensuring that the customer needs are well taken care of (Delta Airlines, 2010). Customer satisfaction ratings for American Airlines are as follows: Communication: A+ The airline’s communication channels are open to all customers. There is always someone ready to answer a question or offer a solution needed by a customer. The staff always communicates whenever there is a problem that may inconvenience the customers. Accountability: A The airline always accepts responsibility for anything that may happen to inconvenience travelers. The airline staff will not only take responsibility, they will also offer timely solutions to the problem, whichever it is. Responsiveness: A Responsiveness to customers’ needs is fast and effective. For instance, if there is a delay, the people responsible will try to rebook another plane so that their travelers are not inconvenienced in any major way. Empathy: A+ The airline tries as much as possible to empathize with customer’s needs. This makes it possible for the company to offer only the best services to its travelers. Solution: A- Whenever there is a problem such as a delay, the airline employees are always ready to offer the quickest and best solution so that their customers can reach their destinations on time. There is a high level of customer satisfaction because Delta treats its customer relations policy with the seriousness it deserves. Every staff member in the company is always ready to offer whatever kind of assistance that the customers might need. There is open communication between the customers and the airline employees. This makes it easy to find solutions to many kinds of problems. Poor Customer Relations: American Airlines American Airlines is one of the largest airlines in the US. Although it is a big corporation, its customer relations are not as good as they should be. The airline has a well defined customer relations policy which states that the customer’s safety, comfort and convenience are the airline’s most important concerns. Among the concerns that the airline’s policy promises to address include providing information and help in case of delay, diversion or cancellation of trips. The customer service policy also addresses the issue of lowest fare availability, ticket refunds, and efficient baggage delivery. These policies look good on paper, but there seems to be no real commitment to customer service in the airline’s corporate culture. This makes implementation of the policy difficult (American Airlines, 2010). Customer satisfaction ratings for American Airlines are as follows: Communication: D There seems to be a serious lack of communication between the airline employees and their customers. Whenever there is a problem, there is no one to explain it or even apologize. For instance, there have been many instances when flights were delayed and the airline staff offered no explanation or much information to help customers understand the situation. Accountability: E The Airlines customer service department is almost not responsive to customers’ needs. For instance, there seems to be no proactive remedy or options offered to customers offered in case of a flight problem. Responsiveness: D- Whenever there is a situation that needs quick response, the response is normally very slow in coming. For instance, in cases of delay, there is normally no communication as to what is going on and the staff does not even bother to rebook its customers on other flights.  Empathy: D When there is a problem, there is usually no one to empathize with the customer. This is not good for the PR of American Airlines. Solution: D Whenever there is a delay, or any other problem, there is normally no one in any hurry to remedy the situation. Recommendations Customer service in any organization has to be personal. At American Airlines, it is like the employees there are robots. This makes them seem impersonal and therefore they cannot deliver customer services as expected. There also needs to be great communication between the company and the customers. If the customers need to know about anything that affects them, then all communication doors should be open to them (Zemke and Woods, 1999). Good customer relations should offer quick and relevant solutions to any problems that the customers need. The customer relations department needs to be empowered to offer satisfactory assistance to customers (Spector and McCarthy, 2005). Responsiveness is very important if a company wants to its customers to be satisfied with the services provided. According to Zemke and Woods, the customer relations officers in any corporation should be ready to go the extra mile to ensure that customers’ needs are well taken of. Good customer relations should be able to build long lasting customer loyalty. A company thrives on its customers and it does not help if customers keep leaving because of unsatisfactory services. References American Airlines. 2010. Customer Service Plan. http://www.aa.com/i18n/customerService/customerCommitment/customerServicePlan.jsp Delta Airlines. 2010. Delta Airlines Customer. Retrieved from: Commitment http://www.delta.com/legal/delta_customer_commitment/index.jsp Spector R. and McCarthy P. D. (2005). The Nordstrom Way to Customer \service Excellence: a handbook for implementing great services in your organization. John Wiley and Sons. Retrived from: http://books.google.co.ke/books?id=jRce7E1zN2sC&dq=The+Nordstrom+Way+to+Customer+Service+Excellence&source=gbs_navlinks_s Zemke, R and Woods, J.A. (1999). Best Practices in Customer Service. Retrieved from: http://books.google.co.ke/books?id=bLTqOPI62OQC&dq=good+customer+relations&source=gbs_navlinks_s Read More
Cite this document
  • APA
  • MLA
  • CHICAGO
(“Good Customer Relations: Delta Airlines Essay Example | Topics and Well Written Essays - 1000 words”, n.d.)
Good Customer Relations: Delta Airlines Essay Example | Topics and Well Written Essays - 1000 words. Retrieved from https://studentshare.org/management/1567473-i-would-like-to-use-writer-number-442273-for-this-case-study
(Good Customer Relations: Delta Airlines Essay Example | Topics and Well Written Essays - 1000 Words)
Good Customer Relations: Delta Airlines Essay Example | Topics and Well Written Essays - 1000 Words. https://studentshare.org/management/1567473-i-would-like-to-use-writer-number-442273-for-this-case-study.
“Good Customer Relations: Delta Airlines Essay Example | Topics and Well Written Essays - 1000 Words”, n.d. https://studentshare.org/management/1567473-i-would-like-to-use-writer-number-442273-for-this-case-study.
  • Cited: 1 times

CHECK THESE SAMPLES OF Good Customer Relations: Delta Airlines

Delta Airlines

delta airlines started its operation in the year 1925 as the world's leading privately owned airlines.... Again fuel which is a major expense in airlines industry is paid in dollars.... This leads to distortion in the earnings of the airlines as the currency exchange affects the revenue of the company.... The rental income arises primarily by renting and leasing the space either directly or indirectly to the airport users like the handling agents, freight forwarders and airlines....
7 Pages (1750 words) Research Paper

COMAIR Regional Airlines

The author of the present case study "COMAIR Regional airlines" outlines that in terms of the overall industry outlook for US airlines, Fitch Ratings stated that the magnitude of the anticipated decline in jet fuel costs for 2009 will help U.... hellip; As the text has it, persistent problems in US airlines such as the expected softening in traffic, the evolving yield and unit revenue patterns limits opportunities for credit quality and rating improvement....
4 Pages (1000 words) Case Study

Recommended strategy for Delta Airline

Just as is the case with all other businesses, the delta airline has had strategic driving force and its operations have been safety and reliability for air transport, great service to customers as well as hospitality as a virtue.... The vision under which the company operates is… This paper therefore is focused on provision of a comprehensive analysis of the company's operation strategies and recommendations for its effectiveness in industrial The current and revised objectives of the organization is to provide ‘safe and reliable' transport by air, provide ‘distinctive customer service' as well as embrace higher standards of ‘hospitality' in trading operations (Pratt institute, 2014)....
8 Pages (2000 words) Essay

The Delta Airlines

hellip; delta airlines became the first airline to have nonstop flights in from Chicago and Miami, which were discounted during the nights.... delta airlines were well known for By 1953, delta airlines had expanded into the Southeast and were now serving the citizens and the southern airlines (Fojt, 2006).... In 1997, delta airlines introduced the Boeing 777s and became the first to board more than a hundred million passengers in one year....
13 Pages (3250 words) Essay

Environmental Scan for the Fly Light Concept

Low-cost flying statistics indicate the number of European low-cost airline routes at 4410; the number of airports with budget routes at 335; a number of active low-cost airlines operating in Europe at 44.... This paper presents the environmental scan of Fly Light airline and the Strategic Plans of the company....
12 Pages (3000 words) Assignment

Market Penetration Strategy and Balance Scorecard Practice: SWOT Analysis of Southwest Airlines

The major strength of delta airlines is its established name and brand recognition worldwide.... For example, delta airlines joined with other major airlines in the industry to develop a global strategic alliance with the name Sky Team.... delta airlines is recognized for its customer services and it is evident from the company's industry-leading airport model, in which the lobby redesign of the airport along with self-service technology enhanced the efficiency of Delta's employees to conveniently and speedily serve the customers....
8 Pages (2000 words) Research Paper

Human Resource Development of Professionals in Saudi Arabian Airlines

In the paper “Human Resource Development of Professionals in Saudi Arabian airlines” the author examines one of the central strategies in terms of HRD, which many businesses tend to implement.... hellip; The author states that Saudi Arabian airlines is one of the most dominant and large airlines not only in the Middle East but in the immediate region.... Saudi Arabian airlines was brought into airline service in 1945 and at that time, it only had one aircraft into service....
13 Pages (3250 words) Research Proposal

Marketing And Advertising Strategies Of Delta Airlines

This is the "Marketing And Advertising Strategies Of delta airlines" essay.... nbsp;The American business travel air carrier delta airlines is not only the largest airline in its country but also the world leader in terms of total freight and passenger traffic.... nbsp;           Soon, namely, in the early 1950s, delta airlines first swallowed another travel business carrier.... The first airlines acquired were Chicago and Southern Airlines, and a bit later, delta airlines also took over the carrier named Northeast Airlines....
11 Pages (2750 words) Essay
sponsored ads
We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.
Contact Us