Documente Academic
Documente Profesional
Documente Cultură
MUTHUBALAJI N AGARAJAN
What, if anything, can Euro-Air and Crown Alliance learn from the
saga?
The Company- Euro-Air should first understand that mistakes are a critical part of any service. As a
matter of fact, mistakes are inevitable. However, the Company should learn that dissatisfied
customers cannot understand any of them. As such, Crown Alliance and Euro-Air should seek to
always cement customer loyalty by better response managements that are equipped with clarity in
communication patterns. They should learn to be customer-focused in their approach because no
business can ever afford to lose any customer. They should learn that replacing a customer is more
costly that even retaining one. Any chance that presents itself to the Companies that should be used
for recovery should be used to win back any customer. As such, they should instill in their
workforce the necessary skills and motivation to make sure service recovery always accompanies
their operations. Mistreating a customer can have a devastating effect on any business as this case
shows. In fact, the complaint comes from someone who is influential and possesses the power to
use his editing skills and influence his readers towards having a negative perception of the
Companies involved in inconveniencing him and other travelers. Most importantly, the saga
presents the Companies with a lesson that empowering the front line is critical because they are the
reflection of the management. This gives the employees on the ground a chance to be responsible
and follow-through a customers needs