The purpose of this project was to find out the effectiveness or ratings of the Emirates Airline Customer Service Complaint -call center. The project was aimed at finding out how well the customer call center was adept at handling the queries and issues raised by the customers who phoned into the center. The need to undertake this survey arose from the desire to establish the effectiveness of handling customers’ issues and its effect on loyalty.
Research Methods
Data was gathered through the use of questionnaires. Open ended questionnaires were put to staff at the call center and a different set was put to clients who were using Emirates services. The clients’ questionnaire focused on their experience with the call center and their perception of its effectiveness in solving issues. The staff questionnaire gathered information on how cases are treated and how they think their service delivery fails or could be improved.
Analysis of Results
The results were analyzed and interpreted to provide several conclusions. From the staff at the in Emirates Airline Customer Service Call Centre, there were several concerns raised. The staff faced the risk of burn out from handling a lot of negative and challenging issues for long. Moreover, they needed constant reaffirmation of the quality of service output by other departments that may disappoint clients and lead them to post complaints to the call center. On the customers’ side, most responses were in request for diversity in the ways customer care can be accessed and faster processing of issues.
Conclusion
The staffs at the call center were in need of constant breaks and motivation due to the high pressure of the job. They were at a risk of burn out. It is therefore advisable the staff gets longer vacation time and alternating shifts. Moreover, with the advent of social media, there is increasing need of widening the social network coverage of the company. A lot of clients find it easier to communicate via Facebook, twitter, Instagram, and Google+.
