《商务英语案例分析教学文案.ppt》由会员分享，可在线阅读，更多相关《商务英语案例分析教学文案.ppt（12页珍藏版）》请在taowenge.com淘文阁网|工程机械CAD图纸|机械工程制图|CAD装配图下载|SolidWorks_CaTia_CAD_UG_PROE_设计图分享下载上搜索。
1、-Western Airport第一页，共12页。CONTENTSComplaintsA recent survey showed that passengers had many complaints about the terminal.MeasuresThe Customer Relations Department of WAA and other represents consider the complaints and come up with ideas for dealing with them.In the last five years the number of pas
2、sengers Western airport handles has greatly increased.But the growth in business has brought problems.Background第二页，共12页。BackgroundWestern 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 increase
3、d.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 a
4、irports 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.第三页，共12页。airportrestaurantthe baggage conveyor systemsecurity system
5、第四页，共12页。Complaints1.The terminal is hot and noisy2.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 dont know enough about the terminal6.After disembarking,passenger
6、s couldnt find the luggage collection hall.1.The restaurant menu is unimaginative.2.the meals are too expensive3.Smoking areas are not enough4.Passengers cant relax because they dont know when they have to board their planes5.nowhere for passengers to put their hand luggage.6.The bar staff look unha
7、ppy and overworked.To the terminal To the restaurant and bars 第五页，共12页。MeasuresMore ticket windowsIncrease ferry vehicleAdd the instructional signPerfect airport equipmentPersonnel training,to improve the quality of the personnelTo the terminal第六页，共12页。Improve dining-room environment1.Smiling servic
8、e2.Improve meal list,a diversified services3.To the restaurant and bars第七页，共12页。DialogueM:Now we have a meeting,mainly for the airports 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 incre
9、ased.Many airlines now use the airport for long-haul 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
10、 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
11、 noisy.Queues at check-in are long,and delays are common.z,Do you have any good suggestions?第八页，共12页。Z:About the point,we can open more ticket windows,so it wont 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.Th
12、rough these traffic tools,People can walk short of time.M:Then after disembarking,passengers couldnt 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 s
13、ecurity system.This will not only can solve problems,but also can improve the efficiency of the airport.第九页，共12页。M:The last two problems are that the ground staff dont know enough about the terminal and some passengers say the security officers are too strict.What would you do?Z:This is a very serio
14、us 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,its about the airport restaurant and bar.First
15、,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.Fourt
16、h,passengers cant relax because they dont 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.第十页，共12页。C:The restaurant and bars are run by Airfare,a food company which has a five-year contract with
17、 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 dining-room environment,we could in
18、stall 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.Whats 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.Lets go,meeting over.第十一页，共12页。THE ENDTHANKS第十二页，共12页。