Describe Recommendations for Delta Force Airlines 2012

Recommendations for Delta Force Airlines 2012
Name
Institution of affiliation
Date of submission
Recommendations for Delta Force Airlines 2012
Delta Force Airlines is one of the leading carriers in the world. Just like any other business, it has had its fair share of ups and downs. In 2012 it was on the verge of economic recession when it was struck by challenges from the business environment. This paper analyses some of these challenges and aims to give amicable solutions to them to restore the company to its former glory. But as any business would have it, how you deal with these challenges is what makes the difference between being relevant and being obsolete. The strategic team of any given firm carries this burden.
Finding of Fact #1
Customer satisfaction was a significant challenge leading to the complaints from the customers. A report on the American customer satisfaction indicated that the Delta force airlines scored 56%, while the Southwest led the category by scoring 81%, Continental 64%, American 63 %, the US Airways and United scored 61% followed by the Delta at the 56%. The customers complained of many issues including but not limited to travel delays, intrusive screening, checked baggage fee and an overhead baggage fee. Notably, Delta and United were ranked as the leading regarding such fees by charging US$100 for a second checked bag on international flights.
Recommendations
Successful entrepreneurs have always emphasized that the success of the business is the customers. The customer relations of Delta Force airlines came to the spotlight when customers complained of the services offered by the flight company. The complaints ranged from increased fees on extra services to mishandling of customer bags. Loss of luggage was a major complaint that was submitted by the clients. Most people complained that despite the flight charges being cheaper, everything else had deteriorated. To excel in business, the priority of the industry is the consumers. When the consumers are disappointed with the services, they find alternative services or organization. Customers are the heart and soul of the business, and this did not work well for the group.
As a strategic adviser, I would recommend to the human resource department to create a customer responsive culture. A customer sensitive culture entails coming up with a customer care department whose sole purpose is to ensure that the services offered are the best. This is possible through bench-marking similar flight companies and finding out what they do. Getting to know where to improve is the first step to changing the customer attitudes. They should have come up with a suggestion box where customers can fill in their feedback about the services they received from the company. There is need to regularly check this item as most organizations never look at it. It is essential to find out what the clients liked and what they did not like in order to know where to improve. For the management to enhance the customer responsive culture, they ought to train their staff on communication strategies for them to understand the specific needs of the customers. A customer care desk is not enough to sustain this, and this is why all the staff should be trained. The most ...