The Challenge to Focus on Customer Needs
A customer of Xtrip* (name disguised) booked a ticket online, but was told that the ticket was invalid when boarding in a foreign airport. The solution provided by the customer service representative did not work, and the customer was nearly arrested by local police as a suspected fraud. By the time...
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| Veröffentlicht in: | International Journal of Business and Economics 2017-12, Vol.16 (3), p.335-339 |
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| 1. Verfasser: | |
| Format: | Artikel |
| Sprache: | chi |
| Schlagworte: | |
| Online-Zugang: | Volltext |
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| Zusammenfassung: | A customer of Xtrip* (name disguised) booked a ticket online, but was told that the ticket was invalid when boarding in a foreign airport. The solution provided by the customer service representative did not work, and the customer was nearly arrested by local police as a suspected fraud. By the time the customer returned, he demanded that Xtrip issue a written apology to restore his reputation. What should the company do? |
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| ISSN: | 1607-0704 |