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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| Format: | Artikel |
| Sprache: | chi |
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| container_end_page | 339 |
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| container_issue | 3 |
| container_start_page | 335 |
| container_title | International Journal of Business and Economics |
| container_volume | 16 |
| creator | Xinhua Guan |
| description | 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? |
| format | Article |
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| fulltext | fulltext |
| identifier | ISSN: 1607-0704 |
| ispartof | International Journal of Business and Economics, 2017-12, Vol.16 (3), p.335-339 |
| issn | 1607-0704 |
| language | chi |
| recordid | cdi_hyweb_hyread_00475937 |
| source | EBSCOhost Business Source Complete; EZB-FREE-00999 freely available EZB journals; Alma/SFX Local Collection |
| subjects | customer service representative invalid ticket |
| title | The Challenge to Focus on Customer Needs |
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