Manage Quality Customer Service

Running Head: MANAGE QUALITY CUSTOMER SERVICE
Manage quality customer service
Individual questions
Student Name
[Pick the date]

MANAGE QUALITY CUSTOMER SERVICE 1
Task 1
a) Qantas Airlines and its functions
I have chosen the airline industry and Qantas is my chosen organization. Qantas was
founded in outback Queensland. It is an Australia’s biggest local and global airline
company that have two brands such as Qantas and Jetstar in Australia. Total 35000
employees work in Qantas in which 93% people are from Australia. Qantas is one of the
largest organizations in Australia with having strong reputation, more reliability and a
very strong commitment towards maintenance. Qantas is currently a business leader is air
transport segment. Qantas group has a strong strategy: deliver a sustainable return to its
shareholder. Qantas is known for its quality customer service (Qantas, 2018).
b) Qantas Airlines products and services
As Qantas is associated with air transportation business of people and materials, so its
products and services are also related to Arial. Following are the products and services of
Qantas airlines:-
 Domestic economy and Domestic business
 International economy, International premium economy, and International
business
 First class.
 Upgrade services given by Qantas are virtual reality glasses for entertainment
purpose lounge facilities. They also provide food service along with the
customized orders. With these services, Qantas provide one of the unique services
in the form of in-flight communication that helps the customer stay connected
when they are flying with the Qantas airlines (Qantas, 2018).
C) Qantas’s published Customer Service policy or charter. Evaluate the adequacy of
the policy and how accessible it is to those inside and outside the Qantas.
Appendix 1
1. The organization will never compromise on the safety of the customer as the safety of the
customer is our main priority. In services like airline everything is based on the safety, if
there is no safety then it means no customer.
2. The organization is committed to reaching the customer and their bags to the desired
destination at the right time. In the present world, time acting as a very significant role in
the eyes of the customer.
3. It is the responsibility of this organization to take care of the customer if something
happens wrong.
4. In case of emergency condition like natural disaster the Qantas will bear the cost of
living.

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5. In case of frequent travel customer will get reward seat selection.
The policies which the Qantas airline promises are proven by to be true as per the given
feedback of the customers in the review section of the Qantas airline website and the
rating is given to the Qantas airline shows its commitment towards its customer services
(Qantas, 2018).
Task 2
a) Qantas Evaluate how the organization and its teams carry out research to establish
and monitor the needs and expectations of its current and potential customers
As per the sustainability report of Qantas, the organization carries various researches
through survey questionnaires to understand the needs and expectations of its present
and potential customers. Qantas executes various surveys for getting aware of the level
of customer satisfaction every year. This research also aids in understanding the
expectations of the customer and at what percent the organization was able to convert
these expectations into reality (Qantas sustainable report, 2017, p-10). As, Qantas know
that in present time where about 80% of the world population is on social media. It has
also become important for the organization to make a safe position for their
organization because of which it can monitor all the activities on that platform which
can be helpful for the development of the Qantas airlines (Queensland govt., 2018). The
business organization makes use of social media platform for surveying the targeted
customers. This method is a technical means of collecting the data required that will
generate relevant data in huge amount in lesser time. “Caring for your customer” is one
of the most empirical statement that is used by Qantas for expressing the level of
dedication to caring for customers. This is a guide, which assists in servicing customer’s
needs to ensure a unified travel experience (Qantas 2018). This guide is also considered
as one of the most effective and efficient method that is used by the business
organization for monitoring the needs and expectations of the customer.
b) Strategic and operational planning for meeting the needs and expectations of its
customers
As per, Stephanie Tully which serves as marketing chief in Qantas says that the
reputation of the organization was on burning platform in 2014 for wrong reasons. A
program was implemented which was based on cost reduction resulted in many job
losses. This has made a bad impression on the associated customers as well as
employees. To remove this impression from the minds of the customers and reposition
the organization again in the minds of customers the Qantas applied two main strategies
along with operation level. One strategy is making the changes not only with the base of
technology but in the mixer of expertise, statistics, persons and marketing (Cameron,
2017). Due to this net profit of the Qantas increased which indicates that customers are
now on the side of the brand. Hence on the operational level, the organization has

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evolved customer services by redesigning the platform on which it focuses on customer
data and also has realigned their employee abilities to reflect on customer focus.
Another strategy is building the platform for increasing the capability of the employees
to predict the expectation of the customer with the help of digital transformation
through the cross-functional process.
Qantas have a team of experts that provide a wide range of professional services
and business assistance for enabling the operating segments board and executive
management for developing the best deliberate and tactical decisions (Qantas 2018). For
any organization brand, innovation and statistics is the key to the success and
combinable provides the competitive advantage for the growth of the organization. They
believe that the staff staying in marketing/sales, office desk or in administration will
make them skilled in their particular work not upgraded (Mazzarol and Soutar, 2008, p
34-35). Hence on an operational level, the organization has adopted the process of
cross-function in which every member will interchange their role and responsibility to
increase their ability to meet the expectation of the customers.