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Essay / Research Paper Abstract
This 6 page paper looks at the optimal method of handling of a complaint made regarding a service provided by a travel agent. The paper is based on the concept of the marketing and the provision of services, along with interaction and communication with the customer and the need to provide a resolution to retain customer loyalty. The bibliography cites 10 sources.
Page Count:
6 pages (~225 words per page)
File: TS14_TEcompcust.doc
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Unformatted sample text from the term paper:
order to find out what has gone wrong, identify problems, how to stop the issues occurring again as well as the best way in which to resolve then problem for
the customer that suffered the problem. As this is a service there cannot be a replacement, so the resolution will vary depending n the motivation and needs of the customer
and their perception of the problem. When looking at the situation with the travel agent the process appears to have had operated ineffectively. In order to assess the
problem questions will need to be asked of the client to identify the relevant issues, to identify how and why the problems occurred and to consider suitable reaction for both
the customer directly and for the system. 2. The Problem 2.1 The Facts On Monday 25th of July a telephone call was received by a PhD student. The travel agency had
arranged a flight for the student to Brisbane for the 21st of July. The student got to the airport on time, only to find out, after waiting for a period
of time, that the flight was cancelled and that the agent had been informed. The student was not notified of the flight cancellation; however the airline transferred the flight to
the next day. The student states they called in on the morning of Friday 22nd, to inform the travel agency of their predicament, an offer was made for a manager
to call back the same day. This was inconvenient due to the situation and it was agreed a manger would cal beck on Monday. The call did not arrive so
the student called into the office when not trace of the initial call could be found. Two main problems appear to be present, the failure to infirm the student of
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