Case Study of Customer Service in an Airline (Essay Sample)

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Case Study of Customer Service in an Airline
What Would Have Been Done Differently
In this situation, the first step would have been to comply with the first golden rule of marketing which requires that: Do not let your customers get hurt. In order to ensure the passengers is not hurt, I would approach him and explain to him that he did not meet a particular requirement for boarding the flight and that it was against the policies of the airline for a passenger to board the flight in an irregular manner. In the process of explaining these regulations to the customer, I would use a more pleasant and less aggressive tone that does not cause the customer to get hurt or threatened. The customer would then be asked to either comply with the required procedure or fail to use the flight. If the customer is unwilling to cooperate, I will refer him to the next person in authority such as the airline management officers or other person who has a higher authority.
The second step would have been to comply with the second rule which states that: When you apologize, sound like you mean it. In this case, I will inform the customer that I am sorry for the circumstances he has undergone and tell him that it should not cause much disappointment and that we are dedicated to ensure his needs are addressed by the airline irrespective of the circumstances he has undergone. I will also ensure the customer is asked to express his wishes and desires regarding any assistance he needs from the attendants by telling him to feel free to ask for any help and that nobody will convict him for doing so.
Impact of the Poor reputation on Passenger Trust in the Airline
A poor customer service results into a corresponding lack of trust in the airline because most airline passengers relate the quality of services provided by what the customer service attendants tell them or the methods in which they interact with them. If a customer attendant does not sound pleasant to the passengers, they will develop the belief that the airline is of low quality and will opt to use other airlines. A poor customer reputation such as an act of forcefully removing a patient from the airline will result into a negative impact by promoting a state of unfriendliness between the customers and the airline operators. Furthermore, most customers show satisfaction on the basis of the services delivered to them compared with their expectations of the serv...