09:Identify and explain two ways in which FlyAway could improve customer service?[6]

[Dania]

FlyAway is an airline business. It is in the tertiary sector. It offers low-price flights for business customers in country J. Customers have to pay extra for luggage and food on the flight. It is a very competitive market.The Marketing manager knows that improving customer service is important. Bookings and advertising are done through FlyAway’s ticket shops and its website. The Marketing manager cannot decide whether to close its ticket shops and use only e-commerce.

09:Identify and explain two ways in which FlyAway could improve customer service?[6]

Possible KN Points:
>Training.
>Seek products/services e.g. feedback e.g. carrying out surveys.
>Set OR enforce clear standards OR use relate to better Quality Assurance.
>Recruit suitable OR knowledgable employees.
>Treat employees well OR motivate employees.
>Handle complaints OR queries quickly.