商务英语案例分析

airport
restaurant
the baggage conveyor system
security system
Complaints
To the terminal 1.The terminal is hot and noisy 2.Some of the gates are a long way from the departure Area. 3.Some passengers say the security officers are too strict. 4.The baggage conveyor system often breaks down. 5.The ground staff don’t know enough about the terminal 6.After disembarking, passengers couldn’t find the luggage collection hall. To the restaurant and bars 1.The restaurant menu is unimaginative. 2.the meals are too expensive 3.Smoking areas are not enough 4.Passengers can’t relax because they don’t know when they have to board their planes 5.nowhere for passengers to put their hand luggage. 6.The bar staff look unhappy and overworked.
-------------Western Airport
CONTENTS
Background In the last five years the number of passengers Western airport handles has greatly increased. But the growth in business has brought problems.
To the restaurant and bars
Improve dining-room environment
1.
2.
Smil百度文库ng service
3.
Improve meal list, a diversified services
Dialogue
M: Now we have a meeting, mainly for the airport’s problems. C: Yes. we have already made a research, the report we have handed to you. M:I see. In the last five years the number of passengers we handles has greatly increased. Many airlines now use the airport for longhaul flights to North America and the Far East. But Unfortunately the growth in business has brought problems. The survey showed that passengers had many complaints about the terminal. Several airlines have threatened to route their aircraft through other airports unless we take action to improve the situation. We must decide how to deal with the complaints and consider what action should be taken. Changes should not require great expenditure as we have cash flow problems at present. The Complaints about the terminal, For example the terminal is hot and noisy. Queues at check-in are long, and delays are common. z, Do you have any good suggestions?
Z: About the point, we can open more ticket windows, so it won't have too many customers waiting for. M: Eh, about some of the gates are a long way from the departure Area? Z: We can increase ferry vehicle. Through these traffic tools, People can walk short of time. M: Then after disembarking, passengers couldn’t find the luggage collection hall? Z: We may add the indicative signs to the way. M: Why the baggage conveyor system often breaks down? Z: Perfect airport equipment. Such as the baggage conveyor system and security system. This will not only can solve problems, but also can improve the efficiency of the airport.
C: The restaurant and bars are run by Airfare, a food company which has a five-year contract with the airport. They are used by four types of customers: business people, tourists, airport employees, and groups. M: This we need to pay attention to. C: Yes, we have discussed with the food company, it agreed to our ideas. Aiming at solving these complaints. We should improve diningroom environment, we could install speakers and electronic displays to inform the customer of the flight in the restaurant. In addition, we must distinguish smoking areas and non-smoking areas. Besides, we can introduce more menu, a diversified services, such as fast food, as it not only delicious, but also fast and cheap. What’s more, we should have a training to the restaurant staff , and ensure that they can work to smile. M: Eh ~~ this is a good idea. OK. Let’s go, meeting over.
Background
Western airport, in the British Midlands, is operated by the Western Airport Authority (WAA). In the last five years the number of passengers it handles has greatly increased. Many airlines now use the airport for long-haul flights to North America and the Far East. Unfortunately the growth in business has brought problems. A recent survey showed that passengers had many complaints about the terminal. Several airlines have threatened to route their aircraft through other airports unless WAA take action to improve the situation. WAA must decide how to deal with the complaints and consider what action should be taken. Changes should not require great expenditure as WAA have cash flow problems at present.
Measures
To the terminal
More ticket windows Increase ferry vehicle Add the instructional sign Perfect airport equipment Personnel training, to improve the quality of the personnel
M: The last two problems are that the ground staff don’t know enough about the terminal and some passengers say the security officers are too strict. What would you do? Z: This is a very serious problem, it must be dealt with harshly. It is mainly about our service. We should let our staff for further training, which can improve work efficiency and give customers a good impression. M: All right. It is very important. Here is another tricky complaint, it‘s about the airport restaurant and bar. First, The restaurant menu is unimaginative. The main dishes are either steak, ham or chicken. Surely the airport can do better? Second, airport staff, who use the restaurant frequently, say the meals are too expensive. Third, Smoking areas are not enough, and there is no clear division from non-smoking areas. Fourth, passengers can’t relax because they don’t know when they have to board their planes. Fifth, there is nowhere for passengers to put their hand luggage. Sixth, the bar staff look unhappy and overworked.
Complaints A recent survey showed that passengers had many complaints about the terminal.
Measures The Customer Relations Department of WAA and other represents consider the complaints and come up with ideas for dealing with them .