Understanding Customer Needs And Providing Good Customer Service

This is a letter of complaint against the poor service that you offer to the passengers. My client Mr and Mrs Smith missed their flight due to some unavoidable reasons. They reached there after 7PM and failed to board their flight. However, they went on to the customer service agent named Jo who did not take any responsibility and did not assist my client. They are very disappointed about how they are treated and did not got any help from the customer’s desk.

We are sorry to hear the incident that you faced last night. We are looking into the matter and we are working on reducing such issues that you8 faced. Being the airline communication manager, it is my responsibility to guide you and explain to you about the change and cancellation policy. Cancellation of the Trans-Tasman/Domestic bookings will cost a fee of 50 dollar of per person.

We are apologising for the service that you received from our end and we are looking forward to provide better services from the next time.

Employee relationship is necessary. Mr and Mrs Smith are the regular customer of the organizations. They are asset for the organization and delivering better services to them will prove to be beneficial for the organization. This type of customer also helps the organization in marketing. They developed a brand loyalty towards the organization. To improve relationship with the Smith’s the organization needs to do the following things:

• Smith’s being the long time customer the organization needs to guide them with proper refund policy and help them get to their destination as soon as possible.
• Provide better services from the next time they visit. They need offer some discounts or price cut specially from them. So that the airline does not lose their long time customer.

Customer compensation helps the organization to rectify their mistake and to maintain good relationship with the organization. Customer compensation will help the organization to better the understanding and relationship between the customer and the organization. However, customer compensation can prove to be a disadvantage for the organization as they have to pay the customer for their mistakes which could be avoided. If the organization does not compensate the customer then the customer will stop using their services and will use some other organization’s service, which can prove to be a big issue for the organization. This is why the customer compensation is necessary in the organization.