Term Paper on "Customer Relations Service Comparisons"
Term Paper 3 pages (1447 words) Sources: 1+
[EXCERPT] . . . .
Customer Relations/Service ComparisonsThere are certain industries and services where the results of success or failure for the industry depends on the relationship that one can develop with the potential buyers of the service or goods. It is in these business areas that customer relations are very important.
The industry that is going to be dealt with is the airline industry. The position in the first six months is being reviewed and the concerned airlines are U.S. Airways, United Airlines and Delta Air Lines. These airlines have reported more consumer complaints during the first six months of 2005 in comparison to the same period during the year 2004. That means there is less of customer satisfaction for these airlines. According to reports, these three airlines are three of the four major U.S. airlines having severe financial problems and many of the complaints that they received concerned that of mishandled luggage. The largest increase was that of U.S. Airways, according to Reuters. According to Department of Transportation figures, the complaint rate for this airline increased from 0.92 complaints per 100,000 travelers in the year 2004 to that of 2.07 for the January to June period during the year 2005. The data also reported that lost or mishandled baggage totaled to 50% of the complaints, and the other important complaints were regarding flight delays and cancellations as also customer service. (Three out of four major U.S. airlines with financial problems see increase in customer complaints) In our opinion, all the mentioned areas refer to customer service.
It is also clear that some of these airlines are more concerned about customer's happin
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One of the feelings is that customer confidence and belief in services of an organization grows through the customer's experiences with the organization, or through good customer experiences. But some organization staff seems to fail to understand that they can keep or lose a customer very easily through their good or bad behavior. Care for this has to be taken at all levels. United Airlines had sent a client a letter with regard to the renewal of the client's status as a Premier Executive, which is the second-highest reward status of the airline. United Airlines had always been the client's first choice for air travel; during his lifetime the client would have traveled just short of 1 million miles and spent somewhere in the neighborhood of $50,000 a year with United Airline. The approximate lifetime value of this travel to United Airline during the 30 years that he was traveling would have been close to $1.5 million. (Sturm, 2004)
The conflict came in the year 2003 as most of the travel for the client was close to his base residence, and even the client knew that the status would go down. The travel was less than expected. United Airlines informed the client that he did not qualify for any status unless the client flew a certain number of miles… READ MORE
Quoted Instructions for "Customer Relations Service Comparisons" Assignment:
Customer Relations/Service Comparisons
Compare and contrast the customer service programs of these three companies as to policy, implementation, and effectiveness. Try to pick at least one company with an excellent customer service reputation, and one with a poor customer service reputation. How do the two companies differ in theory and practice? You should attempt to answer the following questions:
a. What is the stated customer service policy?
b. Does the corporate culture support this policy?
c. Is the implementation of this policy effective?
d. What is the approximate customer satisfaction rating?
e. Why do you think customer satisfaction is what it is?
f. What recommendations would you give for improving customer satisfaction
How to Reference "Customer Relations Service Comparisons" Term Paper in a Bibliography
“Customer Relations Service Comparisons.” A1-TermPaper.com, 2005, https://www.a1-termpaper.com/topics/essay/customer-relations-service-comparisons/84762. Accessed 5 Oct 2024.
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