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

DISSERTATION CHAPTERIS BRITISH AIRWAYS TRAINING PROGRAMMES EFFECTIVE OR skillful AFIASCO12 .0 INTRODUCTIONOver the recent years , British Airways 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 believe that guest agents are frontline brand managers , who are supposed to deliver legitimate and accurate in changeion , through which nodes perception whitethorn be influenced . British Airways believes that training its customer s agents with the right tools may jockstrap the agents br identify , develop , and capture tax revenue opportunities , during every customer interaction . It believes , that every second a customer agent spends talking with customers or 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 further emphasizes that , superior customer agents relationships management capabilities are key to building customers loyalty and enhancing revenue streams . It values an improvement in the performance of customer agents , since it believes it plays a critical role in creating more profitable customer relationships2 .1 PROCESS OF COMMUNICATIONThe linear model may be utilize to summarize the process of communication It comprises of the sender , message , and the telephone receiver . In British Airways , the sender is the customer and the receiver is the customer agent . The customer sends an initiating message . He has to decide on the purpose of the message , e .g . to inform , persuade or instruct . The message thence has to be encoded in a form that the customer agent can understand . It then has to be sent in a specific format through a channel . The message must have a direction .

Communication is not a haphazard affair . The message should be directed at a specific customer agent , with specific purposes in thought . The customer has a range 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 expect to be organized in a specific format . 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 interpret 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

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