Customer Service Strategy

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Customer Care Strategy| May 9
2013
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| “Success through Customer Care”|

Contents

1. Introduction......................................................................................................3 2. Standards........................................................................................................5 3. Complaints/comments System……………………………………………………6 4. Aim are our Strategy.......................................................................................7 5. Documentation which supports the strategy...................................................8 6. Review............................................................................................................9

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Introduction

Hi my name is Jasmeet Singh, The Managing Director of Virgin Atlantic Airways limited. Virgin Atlantic is a British Airline and Sir Richardson Branson’s Virgin Group. In 2011 Virgin Atlantic carried 5.3 million passengers. Making it the eighth largest the UK airline in terms of passenger volume. In the year to February 2012, the airline had an annual operating loss of £80.2 million on a turnover of £2,740 million. Our aim is to provide services to the Travellers and Customers that are accessible, flexible, welcoming and appropriate to our customers’ needs. Customer Care is central to all of the activities we undertake. A service has to be experienced, and will result in the customer feeling well or badly served. It is vital that each and every one of us fosters an environment that makes our customers comfortable and satisfied with the service they have received.

This strategy sets out how we will achieve a customer focussed environment in each of the services we offer. Day to day communication, such as the image we project over the telephone, in letters and how we speak to our customers face to face, is critical to the way in which the Directorate is perceived and will affect the value placed on our...
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