Dissertation Title:british Airways Customer Agent Training Programes: Effective Or Fiasco?

DISSERTATION CHAPTERIS BRITISH AIRWAYS TRAINING PROGRAMMES in force(p) OR dear AFIASCO12 .0 INTRODUCTIONOver the recent years , British Air modalitys has concentrated its effort on empowering its guest constituent s . They fork out broadly invested in client Agent Training Programmes . The reason for doing this is that they highly weigh that guest cistrons are frontline brand managers , who are supposed to drive home legitimate and accurate in changeion , through which nodes perception whitethorn be influenced . British Airways believes that training its guest s genes with the right tools may jockstrap the agents br identify , develop , and capture revenue revenue opportunities , during every customer fundamental interaction . It believes , that every aid a customer agent spends talking with customers or electri c potential customers is another hazard to build the party s brand or increase the company s share of customers walletBritish Airways has continued to encourage its customer agents to increase the rehearse of telephone , since it is the most convenient way of establishing customer hint . It continues to encourage the establishment of call centers . It shape up emphasizes that , superior customer agents relationships management capabilities are key to construct customers loyalty and enhancing revenue streams . It values an improvement in the action of customer agents , since it believes it plays a critical quality in creating more(prenominal) profitable customer relationships2 .1 PROCESS OF COMMUNICATIONThe linear model may be utilize to summarize the process of communication It comprises of the vector , essence , and the telephone receiver . In British Airways , the vector is the customer and the receiver is the customer agent . The customer appoints an initiating message . He has to decide on the purpose of! the message , e .g . to in nominate , persuade or instruct . The message so has to be en figured in a form that the customer agent can understand . It then has to be sent in a specific arrange through a business . The message must have a direction .

communion is not a haphazard affair . The message should be directed at a specific customer agent , with specific purposes in thought . The customer has a guide of codes to choose from . He /She could handling words or non-verbal code . A range of media may be used to send the message . The customer could for object lesson use the written form for a message or the spoken form . The messages evaluate to be organized in a specific forma t . Once the customer agent receives the message , his main role is to decode it to his /her knowledge of the airfield , and his /her ability to use and fork up the language and his /her past sense . He will therefore make an immediate decisiveness on how to react to the message2 .1 .2 METHODS OF EFFECTIVE COMMUNICATIONThere has been a greater need to move from a one-way communication to a nonpartisan communication . This is because a one-way communication is often characterized by lack of feedback , difficulty in obtaining feedback or delayed feedback . British Airways has implemented a two-way communication channel . It stresses the great importance of feedback and constant interaction during communication...If you want to get a full essay, order it on our website: OrderEssay.net

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