Customer Care - Practical Experience Assignment

Customer Care - Practical Experience - Assignment Example The airline is specifically known to offer great customer service to tis huge client base. To continue offering great customer service, the company ties key performance indicators to customer satisfaction. It also trains its front officers extensively to ensure that they can deal with all types of clients and offer customer service that exceeds customers’ expectations. The success of the group is closely tied to customer satisfaction since the company deals with people on a daily basis (Zeithaml, Bitner & Gremler 2006). Questionnaires were used to collect data for this research. Open-ended questionnaires were used to enable the respondents give sufficient details to facilitate credible data analysis. Questionnaire were used because they are more appropriate for collecting primary data that was needed for this research because the data is more reliable since it was obtained first hand. Questionnaires are simple and comprehensive, they cut unnecessary details and are direct to the point. Therefore, it was easy to convince the respondents to participate in the data collection exercise despite having busy schedules. The respondents included customer service personnel at different ranks. Targeting employees at different ranks aimed at establishing if the entire organization harmonizes its customer information and practices and that the customer can get the same information at every contact point. Choosing customer service personnel as respondents was based on the logic that their work description is dea ling with customer issues and concepts and therefore they are more knowledgeable in that field (Meuter, Ostrom & Roundtree, 2000). Emirates Airlines & Group treat their customers well by allowing genuine interactions with customers. The customer service representatives talk to customers as honestly as persons representing the business rather than acting as faceless or nameless