How can VIRGIN ATLANTIC improve in their communication skills?
Ways in which Virgin Atlantic can improve their Business Communication Skills
In the business communication activities at Virgin Atlantic, there are five main parties that are involved in the formal business communication. These five categories or participants in the business communication are the owners/shareholders, customers, employees, suppliers and governments. Each of these groups has a distinct form of communication. Of these, the groups that experience the greatest volume of communication are three in number, namely customers, employees and suppliers of the different consumables that the airline purchases.
For customers, the main form of communication at present is through online platforms, brochures and also personally when there is need or urgency over a particular matter. It is important however to increase the volume of face to face as well as personalized handling of customer queries, complaints and compliments. This is because Virgin Atlantic is part of the service industry and a significant part of this industry is the human element (Virgin Atlantic, 2013). This can lead the prospective return customer to come again and possibly even conduct word of mouth marketing to his or her friends.
Another benefit of increasing face to face interactions between the airline’s employees and the customers is that it gives the staff a chance to assess customer reactions to different products. This will mean that those employees directly affected will have to improve upon the way in which they interact with clients. These employees will have to sharpen their listening skills as this will come in very handy during the high season when the number of travellers increases drastically. The tone of voice and language should also be reassuring and at the same time complimented with the relevant body language gestures. This can be of great help to customers who have phobias such as customers with altophobia or claustrophobia which are the fear of height and that of small enclosed spaces such as the flight cabin.
When it comes to ‘business to business’ communications, the issues that are discussed include items supplied, the tone of communication as well as the details of the discussion. A conventional method that is used by Virgin Atlantic is the sending of emails and in some instances the firm has to resort to old fashioned style of posting a letter. The workers who are placed in a position where they handle communications on behalf of Virgin Atlantic should first of all be aware of the gravity of the work they do. This includes the handles of the transactions, marketers and those who deal with reception of supplies at the different countries where the airline is in operation. The language to be used in this communication needs to have a professional tone to it and at the same time well laden with relevant jargon so as to inspire confidence in the opinion of the airline’s business partner. At the same time, these employees should practice ways of making their expression dynamic without compromising on quality of information provided. This will aid in making sure the work output matches the brand name virgin.
With regard to information that is provided to employees, there needs to be clarity and at the same time affirmativeness. The purpose of affirmativeness is that it will encourage employees to get more and more empowered and independent. Having confident workers will boost the airline’s efficiency.
References
Virgin Atlantic (2013) Worldwide Flights. Retrieved from http://www.virgin-atlantic.com/us/en.html on May 17, 2013
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