The paper 'How United Airlines Lack of Good Customer Service Cost " is a good example of a business case study. A look at the case reveals certain issues ailing the company and they include poor customer service, misplaced priorities in the wake of the financial crisis experienced by the company, poor communication approaches on the company’ s part as well as the massive layoffs of staff due to the recession. The report also outlines specific causes of these issues with the major one being financial problems. Other causes included in the report are poor social media management, changed and misplaced priorities and lack of enough staff.
As a recommendation to the company, decisions have to be made to improve the sorry state of affairs in their customer service department. To help assist in achieving this, this report outlines decision criteria based on the company’ s vision, mission, goals, values, measurability of alternatives, ability to improve customer satisfaction levels and the ability to mend the company’ s image. The alternatives offered in this report based on the decision criteria will go a long way in helping to make sure that the quality of service within United Airlines improves massively.
Automating immediate apologies responses, measuring the quality of service using a survey and reconsidering the company’ s priorities during financial problems are the alternative solutions offered by the report. Of these three alternatives, it is recommended that the company adopt the automation of immediate apologies messaging and measuring the quality of service. These two have been suggested because they both resonate with the decision criteria. Both suggestions will be implemented by top management under the supervision of the board of directors.
They will also require financial input if the company is to achieve its customer service goals. As such, implementation will have to be budgeted for. The report also notes that failure to adopt these suggested solutions by United Airlines management will only exacerbate the poor customer service it has experienced after the ‘ United Breaks Guitars’ song clip.
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