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PGXPM

10 (Term 4) Services Marketing Group 2


MEMBERS:
PERCY B .MASTER
AMBUJ S INHA M URUGAN
VENKATESH
SURENDAR K ANNAN

MUTHUBALAJI N AGARAJAN

Case Study on Euro-Air (A)

If you were the passenger, how would you expect to be treated?


I would expect to be treated better by the Company. Being a regular passenger, I expect the EuroAir to show some sensitiveness to my concerns rather than keeping me in the dark over my flight.
In case of any delays, relevant measures should be seen as being installed to ensure our needs are
addressed. Customer satisfaction may never be fully achieved by the Company due to the frequent
errors that may occur at times, however, anticipating any concerns that could compromise the
satisfaction should be put into place so that compensations are in order. Flight delays always occur,
but it is the manner that the management handles the situation that counts at long last. If the
management takes up the opportunity to appear responsible, customers will always appreciate the
effort and remain loyal; to its services because they feel the management cares for their needs and
welfare. However, in the case that my welfare is ignore, I expect not to seek their services again
after the inconvenience has not been addressed adequately. I sure have expected to be treated better
being one of their loyal customers.

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

Why should I ever fly Euro-Air again?


Euro-Air should take note of the complaint and act to recover its plummeting reputation by
satisfying her customers. It is hoped that the management will act accordingly and change their
attitude against the customers so that they can always feel responsible for their welfare once they
seek their services. Therefore, assuming that they take the initiative to recover their service
delivery, it is recommended that you should remain loyal and fly again with them. In case the
customers complaints lead to any form of corrective measure, the Company should notify the
customer of any improvements because recovery is fundamental in service delivery. Customers
remember experiences that the management assumes in ensuring a customer is satisfied, or taken
care of.

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