Customer Service Evaluation Report for Air New Zealand

This report evaluates Air New Zealand's customer service, focusing on how business intelligence (BI) can be used to improve customer satisfaction and operational efficiency. The report begins with an introduction to Air New Zealand's strategic goals and its partnership with Magic Leap. It then delves into the application of BI tools, emphasizing customer service ratings as a key benchmark. The discussion explores various methods to enhance customer service, including customer surveys, feedback sharing, staff training, and continuous measurement. Recommendations include active listening, addressing customer queries, avoiding negative responses, and encouraging repeat business. The report concludes by highlighting how these strategies can empower customers through self-service options and personalized interactions, ultimately contributing to improved customer service ratings and strategic decision-making for Air New Zealand. The assignment is based on a student report for the INFO811 course and includes references to relevant academic sources.

Running head: AIR NEW ZEALAND
AIR NEW ZEALAND
Name of Student
Name of University
Author’s Note

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Introduction
Air New Zealand had planned to introduce a strategy of development that would deal
with their partnership with the Magic Leap. The organization has also planned to build the
standard spatial computing platform along with them (Bardell & Yue, 2018). Business
intelligence can be considered as computer based tool as well as software that deals with
collecting various sort of data that is complex and belongs to the organization. The data that
has been collected aims in emphasizing on specific department such that it can be give a
particular overview of present status of the Air New Zealand (Chann & Eltoukhy, 2018). The
usage of business intelligence can deliver a huge number of advantages which comes up with
the help of business intelligence although less concern makes usage of it.
Discussion
There are various ways by which the solution proposed by the organization can be
enhanced for the purpose of making their solution more effective for the organization.
Customer service ratings is a benchmark which is used by the organization in the process of
gauging how their staffs are trained, if they are happy as well as loyal, and how well the staffs
tend to meet the customer demands (Kim, Kim & Chae, 2017). Weather the company tends to
rely on a survey of customer service or a particular measurement tool like Net Promoter
Score, taking the measurements of the benchmarks and keeping records of the scores in the
satisfaction of customer are some ways that could be used for the purpose of evaluating as
well as improve the service skills of customers (Bardell & Yue, 2018). In order to improve
the satisfaction rating of customer service, the organization must thing in a holistic manner;
customer service is known as a holistic approach as well as philosophy which requires to start
at the level of management of the company and could be applied across the training programs
carried out by the organization along with the working environment. While thinking

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regarding the ways to improve guest service scores, the organization can carry out various
steps. These steps include
1. Measure the satisfaction of the customer with the help of a survey (Chann &
Eltoukhy, 2018). Carrying out one or two surveys would be enough for the purpose of
understanding how the customers feel that the organization can undertake various
measures for improving customer service.
2. The organization can share the feedback along with relevant colleagues such that they
are aligned on the experience of customers.
Image 1: measurement of customer experience
(Source: Bardell & Yue, 2018, p.175)
3. The organization can provide extra training to their staffs in such a way that they
empower them in providing the services expected and demanded by customers (Kim,
Kim & Chae, 2017).

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4. Re measure the customers’ satisfaction, for seeing how the feedback has been
changed and getting a revised look at what the organization can do for the purpose of
providing customer experiences.
Image 2: customer experience score data
(Source: Bardell & Yue, 2018, p.163)
Some more recommendations that could be used for the purpose of improving the
customer service rating of the organization are as follows
1. Listening to the customers: the associates of the contact centre must be trained for the
purpose of actively listening to their customers. Most of the representatives have an
idea regarding this that it deals with paying proper attention to what the customer says
(Kim, Kim & Chae, 2017). It is very important, to establish critically for establishing
a particular bond with customers which is also emotional, this could be done by
listening to what the customers are feeling. It would help them to recognize if the
customers are happy, sad, frustrated and many more.

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2. Ask the customers if they have other questions: before the customer service executive
summarizes a particular call, they must be asked regarding any more questions that
they have (Bardell & Yue, 2018). This effort would cement the relationship among
the customers and the organization.
3. The customer must not be replied with a no: in case a customer is replied with a no,
this tends to kill the loyalty of the customers (Chann & Eltoukhy, 2018). The
employees must legalese with the help of sharing the frustration of customers with the
department that deals with legal matters. In case the customer has to be said a no, the
employees can handle a particular situation in a different way so that they do not need
to say a no. in this way the customer would be relieved that the associate had tried.
4. Invite customers to return: at the end of every call, the customers must be informed
that they can contact the customer service if they had any other problem. This would
put them at an ease on the fact that he customers would return to them if they had any
other issues.
These recommendations would help the customers in providing numerous advantages,
which would again enhance their customer service. Some of the ways are as follows
1. Putting the customers in control by the offering a particular self-service opinion which
would be available twenty four hours per day, and seven days a week (Chann &
Eltoukhy, 2018).
2. It would also help in making the interaction personal in nature with the help of
delivering various travel offers as well as advice which is fitted to the needs as well as
preferences of the customers (Bardell & Yue, 2018).
3. It would also help in offering instant support across a huge variety of channels such as
mobile applications, email, text, website and many more.

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Conclusion
From the above report, it can be concluded that the solution that has been proposed by
the organization can be enhanced or boosted with the use of customer service rating. The
business intelligence would help the organization in identifying the profits of customers. It
could become a trouble maker in the organization which aims in providing a specific amount
of return on the investment of various products. This assignment provides various
recommendations that could be used by the organization for improving their customer rating.

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References
Bardell, N., & Yue, H. (2018, December). A discussion about how efficiently the major US
airlines are using their domestic fleets of Boeing 737-800 aircraft. In Australasian
Transport Research Forum (ATRF), 40th, 2018, Darwin, Northern Territory,
Australia.
Chan, F. T., & Eltoukhy, A. E. (2018, April). Investigating the interrelationship between
stochastic aircraft routing of airlines and maintenance staffing of maintenance
providers. In 2018 5th International Conference on Industrial Engineering and
Applications (ICIEA) (pp. 254-261). IEEE.
Kim, G., Kim, J., & Chae, J. (2017). Balancing the baggage handling performance of a
check-in area shared by multiple airlines. Journal of Air Transport Management, 58,
31-49.