Netjets -Customer Service Excellence. Ncfe Lovel 3
NCFE Level 3 Customer Service Excellence
UNIT 1
Task 1
Why Is Service Excellence Important To Your Organisation?
Netjets is a worldwide network of shared aircraft. This is defined as fractional ownership. Customers make a large investment in a share of a private jet. In relation to the size of their share, they receive a number of hours flying per year, and they own that asset, the value of which can go up or down. The customer is also liable for management fees and an occupied hourly flying fee. The customer is therefore making a very significant investment and expects the highest levels of satisfaction.
Netjets is a customer-driven organisation. They do not solely compete on price or product. Customers are willing to pay a higher price than the competitors charge if they perceive that they are getting value for money in terms of service. It is difficult to differentiate by product as our product is not unique and can be provided easily by competitors. Therefore Netjets must differentiate itself from its competitors.
Each customer will judge differently the value for money received. They may consider the cost, efficiency, individual service received, attention to detail, flexibility and service recovery. They will weigh this against the perceived value received from competitors.
Netjets priorities are retention, growth and operational excellence. It takes time and money to attract new customers. New customer spending must be offset against these acquisition costs until the customer becomes profitable. If they stay longer as a customer they are likely to recommend friends and to remain loyal. Customer referral accounts for 60% of new business for Netjets. On average dissatisfied customers will tell twice as many people about their poor experience than satisfied customers will tell about their good experience.
Task 2
Identify 4 service weaknesses in your organisation. How would you upgrade these services?
The 4 service weaknesses I have identified in
UNIT 1
Task 1
Why Is Service Excellence Important To Your Organisation?
Netjets is a worldwide network of shared aircraft. This is defined as fractional ownership. Customers make a large investment in a share of a private jet. In relation to the size of their share, they receive a number of hours flying per year, and they own that asset, the value of which can go up or down. The customer is also liable for management fees and an occupied hourly flying fee. The customer is therefore making a very significant investment and expects the highest levels of satisfaction.
Netjets is a customer-driven organisation. They do not solely compete on price or product. Customers are willing to pay a higher price than the competitors charge if they perceive that they are getting value for money in terms of service. It is difficult to differentiate by product as our product is not unique and can be provided easily by competitors. Therefore Netjets must differentiate itself from its competitors.
Each customer will judge differently the value for money received. They may consider the cost, efficiency, individual service received, attention to detail, flexibility and service recovery. They will weigh this against the perceived value received from competitors.
Netjets priorities are retention, growth and operational excellence. It takes time and money to attract new customers. New customer spending must be offset against these acquisition costs until the customer becomes profitable. If they stay longer as a customer they are likely to recommend friends and to remain loyal. Customer referral accounts for 60% of new business for Netjets. On average dissatisfied customers will tell twice as many people about their poor experience than satisfied customers will tell about their good experience.
Task 2
Identify 4 service weaknesses in your organisation. How would you upgrade these services?
The 4 service weaknesses I have identified in