商务英语案例分析.ppt

1、Customer Service Emergency Measures,-Western Airport,CONTENTS,Background,Western airport, in the British Midlands, is operated by the Western Airport Authority (WAA). In the last five years the number of passengers it handles has greatly increased. Many airlines now use the airport for long-haul fli

2、ghts to North America and the Far East. Unfortunately the growth in business has brought problems. A recent survey showed that passengers had many complaints about the terminal. Several airlines have threatened to route their aircraft through other airports unless WAA take action to improve the situ

3、ation. WAA must decide how to deal with the complaints and consider what action should be taken. Changes should not require great expenditure as WAA have cash flow problems at present.,airport,restaurant,the baggage conveyor system,security system,Complaints,To the terminal,To the restaurant and bar

4、s,Measures,To the terminal,To the restaurant and bars,Dialogue,M: Now we have a meeting, mainly for the airports problems. C: Yes. we have already made a research, the report we have handed to you. M:I see. In the last five years the number of passengers we handles has greatly increased. Many airlin

5、es now use the airport for long-haul flights to North America and the Far East. But Unfortunately the growth in business has brought problems. The survey showed that passengers had many complaints about the terminal. Several airlines have threatened to route their aircraft through other airports unl

6、ess we take action to improve the situation. We must decide how to deal with the complaints and consider what action should be taken. Changes should not require great expenditure as we have cash flow problems at present. The Complaints about the terminal, For example the terminal is hot and noisy. Q

7、ueues at check-in are long, and delays are common. z, Do you have any good suggestions?,Z: About the point, we can open more ticket windows, so it wont have too many customers waiting for. M: Eh, about some of the gates are a long way from the departure Area? Z: We can increase ferry vehicle. Throug

8、h these traffic tools, People can walk short of time. M: Then after disembarking, passengers couldnt find the luggage collection hall? Z: We may add the indicative signs to the way. M: Why the baggage conveyor system often breaks down? Z: Perfect airport equipment. Such as the baggage conveyor syste

9、m and security system. This will not only can solve problems, but also can improve the efficiency of the airport.,M: The last two problems are that the ground staff dont know enough about the terminal and some passengers say the security officers are too strict. What would you do? Z: This is a very

10、serious problem, it must be dealt with harshly. It is mainly about our service. We should let our staff for further training, which can improve work efficiency and give customers a good impression. M: All right. It is very important. Here is another tricky complaint, its about the airport restaurant

11、 and bar. First, The restaurant menu is unimaginative. The main dishes are either steak, ham or chicken. Surely the airport can do better? Second, airport staff, who use the restaurant frequently, say the meals are too expensive. Third, Smoking areas are not enough, and there is no clear division fr

12、om non-smoking areas. Fourth, passengers cant relax because they dont know when they have to board their planes. Fifth, there is nowhere for passengers to put their hand luggage. Sixth, the bar staff look unhappy and overworked.,C: The restaurant and bars are run by Airfare, a food company which has

13、 a five-year contract with the airport. They are used by four types of customers: business people, tourists, airport employees, and groups. M: This we need to pay attention to. C: Yes, we have discussed with the food company, it agreed to our ideas. Aiming at solving these complaints. We should improve dining-room environment, we could install speakers and electronic displays to inform the customer of the flight in the restaurant. In addition, we must distinguish smoking areas and non-smoking areas. Besides, we can introduce more menu, a diversified services, such as fast food, as i