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Customer Care Assignment Outline To prepare a report taken from the point of view that I work for a management consultancy The report will explain how I would go about developing the customer care programme at British Airways by using a customer care plan applying the relevant concepts theories and models showing how this plan will be implemented British Airways British Airways are a world-wide air cargo company they are the largest in Britain and 5th largest in the world Being such a large corporation it is essential that they have an excellent customer care package in operation so that they can retain their customers The following will propose to British Airways the changes they need to make to carry on their current rein over the transport market Plan for customer care Superior customer service is always connected to the market leaders competition within and across the market sectors will raise the stakes in providing a superior service British Airways are starting to linger behind with an old care plan that needs immediate repair and up date To create the plan I used the following model divised by Aaker da It was designed to help businesses set and reach realistic objectives and achieve a desired competitive position within a certain time This will help to reduce errors and put the company in a situation where they can anticipate change respond to it and even create change to its own advantage Strategic Planning Process Source AakerDA Along with this I prepared the following plan of action Statement Of Objectives - To be the undisputed leader in World Travel - Respond to every complaint and query - Exceed the customers expectations on every trip - To retain
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