- Expert Academic and Article Professional Writing Service
- +1 323 471 4575
- support@essaysolver.com
Charge of Customer Service at United Airlines case study solution
Charge of Customer Service at United Airlines Case Study solution
Order ID 53563633773 Type Essay Writer Level Masters Style APA Sources/References 4 Perfect Number of Pages to Order 5-10 Pages Description/Paper Instructions
Charge of Customer Service at United Airlines Case Study
Read as below, Unhappy Customers , and answer the following questions:
– Happy customers make great brand evangelists. But have you ever thought of the unhappy ones, as an influencer
marketing opportunity? In this video, we will dive into their importance and the steps you may take to turn your
customer service challenges into a marketing opportunity. In 2009, a singer-songwriter, Dave Carroll, was flying with
United Airlines from Canada to Nebraska via Chicago. Upon landing in the layover city, he heard a passenger behind
him scream.
“My God, they are throwing guitars out there.” Sure enough, his $3500 Taylor guitar was one of them. Upon arrival to his
destination, he discovered that the guitar’s neck was broken off. Nine months of his back and forth with United, weren’t
crowned with success. So the songwriter wrote a song, United Breaks Guitars. He also produced a brilliant music video
to accompany it and uploaded it to YouTube. Within four days of the upload, Dave’s song was viewed by more than 1.5
million people.
It went viral and the viewer count tripled in the next three months. United’s efforts to make things right, came too late to
stop the snowball effect. Now, many years later, the video’s viewership has crossed the 16 million viewers
threshold. But there was something more than the number of views. According to the Times of the UK, within four days
of the song going online, the gathering thunderclouds of bad PR caused United Airlines stock price to suffer a mid-flight
stall and then plunge by 10%, costing shareholders $180 million.
Whether these numbers are right or not is irrelevant. In 2009, Time Magazine named Dave’s video one of the top viral
videos of the year. CNBC featured him and his experience on their 2012 documentary, Customer Disservice. Later, Dave
also published a book on the power of one’s voice in the age of social media and he is now a highly demanded keynote
speaker on customer service. Had United handled things differently, things could have been turned to their benefit.
There was one company that turned Dave’s sad situation into a positive. Taylor Guitars, the company who made Dave’s
beloved guitar, broken by the airline, gave him a new one. Not only that, they went further. They also created a
video, one that expressed their concern,reminded of their guitar repair services and offering guidelines on how to travel
with guitars.By now, that video was watched by nearly one million people, been liked close to 2000 times.
Scott Stratten of Unmarketing also once had an unpleasant experience with an airline. In contrast to Dave and his
guitar, Delta Airlines reacted to Scott’s tweet within three minutes.They respectfully apologized, admitting their
fault and won him back. He is a professional keynote speaker too, but instead of scolding the brand, he applauds them
in his speeches by remembering how disarming was their timely and courteous reaction.
According to a research by VentureBeat Insight, in the US alone, present day connected consumers complain about
brands 879 million times a year. And it all happens on social media. The staggering part though, is not the number of
complaints, but the fact that 33% of the time, brands do not respond to these complaints, leaving close to 290 million
complaints unanswered. Obviously, not every brand gets it.
Those that do, reap the benefits. Here are some practical steps you can take to turn a complaint into an
opportunity. Monitor mentions of your brand across the web by employing tools that allow you to keep your finger on
the pulse of various platforms. Make sure you’re monitoring misspellings of your brand as well. Angry people do
mistype words. As soon as a complaint is discovered, turn to social media marketing expert, Chris Brogan’s AAA
approach.
Acknowledge, apologize, act. Be swift at it. Timing is of essence here. When stressed about a situation to the point of
announcing it to the world, your consumer needs to hear from you fast. JetBlue, for example, averages a remarkable 10
minute response time and they’re being mentioned over 2500 times a day on Twitter alone. Based on how the situation
develops, see if there is an influencer marketing opportunity to develop from your interaction with the customer.
Also, monitor complaints about other brands that mention your brand. Like Taylor Guitar’s case, which we have
discussed. These situations may yield additional opportunities. To summarize, you want to put a system in
place, whereby your customer support will efficiently handle complaints, discerning also, potential marketing
opportunities and passing those alongto whoever handles influencer marketing within your organization. As Jay Baer
of Convince and Convert puts it, “Unhappy customers represent “an enormous opportunity for businesses.
“You just gotta learn how to “marry your customer service with marketing, “hugging your complainants, “because they
are not your problem, “ignoring them may become one for you.”
Question One
- What is the most important element of this case study? Why? Did United Airlines do anything wrong?
Question Two
- Was the customer’s reaction justified? Provide a rationale for your answer.
Question Three
- If you were in charge of customer service at United Airlines, how would you have handled the situation? Provide a rationale for your answer.
Respond to Peer(s)
- Read and respond to at least two of your classmates’ posts.
Respond to Peer 1: Maxwell
In my opinion, the most important element of this case study is the focus, or lack thereof, on customer service.
Customer Service is incredibly important and necessary to keep in place; word of mouth travels first and people talk.
Say that you were a HUGE fan of United Airlines and refused to fly with any other airline and your friend told you that
their private property was destroyed by the airline and nothing was done about it on the airlines side; likely, you friend
will move away from that airline and will share experiences with their friends by way of word of mouth or social media.
At that point, you can bet on people continuing to move further and further away from the negative experiences that
their friends have had and find new products, new airlines, whatever the case is. United Airlines was at fault because
they didn’t respond immediately to the situation and they did not apologize or offer compensation of any kind to said
customer. They refused to do anything about it and it was a 9-month battle back and forth, which to me, is absolutely
unacceptable.
In my opinion, yes, the customers reaction was justified. If a customer gives you the opportunity to make something
right and you don’t, it is the customers right to share their negative experiences if they please. I share negative
experiences that I have with others because I want them to avoid the situation as well.
If I was in charge of customer service at United Airlines, I would have responded IMMEDIATELY with an apology, I would
have rectified the situation by providing a new guitar, free flight miles, anything to keep the customer happy. As a result
, they lost 10% of their stock and lost $180M dollars. I would not want to be responsible for that.
Respond to Peer 2 : Tiffany
Question One
- What is the most important element of this case study? Why? Did United Airlines do anything wrong?
The most important element of this case study is responding to customers efficiently in a timely matter. By doing this, United Airlines could have avoided the lash backs from people around the world. I’ve always lived by the saying “customers are always right”. Even if I sometimes don’t believe that it’s true, I believe making it right for the customer matters a lot. At the end of the day, customers are the “marketers” for the company. Customers are the word of mouth as to why others should or shouldn’t buy a certain product, etc. In this case, United is in the wrong and should have reacted sooner than later. For the fact, the guitar was mishandled in the hands of United Airlines employees, United Airlines should have taken accountability quick and resolved it in a matter of minutes rather than waiting for a simple post from a customer to go viral.
Question Two
- Was the customer’s reaction justified? Provide a rationale for your answer.
Customers reaction is definitely justified. Everyone would of course weigh in on the issue of mishandling customers personal property. It clearly shows that the guitar had been mishandled and damaged and when posts are made showing that the company itself was in the wrong, customers will then post and respond on their experience as well.
Question Three
- If you were in charge of customer service at United Airlines, how would you have handled the situation? Provide a rationale for your answer.
If was in charge, I would definitely apologize for the inconvenience that United Airlines had put him through, apologized for the fact that his property was damaged and offer to replace it or pay him for what the retail value is along with giving him United Mileage. This isn’t much compared the negative publicity it had caused United Airlines
RUBRIC
QUALITY OF RESPONSE NO RESPONSE POOR / UNSATISFACTORY SATISFACTORY GOOD EXCELLENT Content (worth a maximum of 50% of the total points) Zero points: Student failed to submit the final paper. 20 points out of 50: The essay illustrates poor understanding of the relevant material by failing to address or incorrectly addressing the relevant content; failing to identify or inaccurately explaining/defining key concepts/ideas; ignoring or incorrectly explaining key points/claims and the reasoning behind them; and/or incorrectly or inappropriately using terminology; and elements of the response are lacking. 30 points out of 50: The essay illustrates a rudimentary understanding of the relevant material by mentioning but not full explaining the relevant content; identifying some of the key concepts/ideas though failing to fully or accurately explain many of them; using terminology, though sometimes inaccurately or inappropriately; and/or incorporating some key claims/points but failing to explain the reasoning behind them or doing so inaccurately. Elements of the required response may also be lacking. 40 points out of 50: The essay illustrates solid understanding of the relevant material by correctly addressing most of the relevant content; identifying and explaining most of the key concepts/ideas; using correct terminology; explaining the reasoning behind most of the key points/claims; and/or where necessary or useful, substantiating some points with accurate examples. The answer is complete. 50 points: The essay illustrates exemplary understanding of the relevant material by thoroughly and correctly addressing the relevant content; identifying and explaining all of the key concepts/ideas; using correct terminology explaining the reasoning behind key points/claims and substantiating, as necessary/useful, points with several accurate and illuminating examples. No aspects of the required answer are missing. Use of Sources (worth a maximum of 20% of the total points). Zero points: Student failed to include citations and/or references. Or the student failed to submit a final paper. 5 out 20 points: Sources are seldom cited to support statements and/or format of citations are not recognizable as APA 6th Edition format. There are major errors in the formation of the references and citations. And/or there is a major reliance on highly questionable. The Student fails to provide an adequate synthesis of research collected for the paper. 10 out 20 points: References to scholarly sources are occasionally given; many statements seem unsubstantiated. Frequent errors in APA 6th Edition format, leaving the reader confused about the source of the information. There are significant errors of the formation in the references and citations. And/or there is a significant use of highly questionable sources. 15 out 20 points: Credible Scholarly sources are used effectively support claims and are, for the most part, clear and fairly represented. APA 6th Edition is used with only a few minor errors. There are minor errors in reference and/or citations. And/or there is some use of questionable sources. 20 points: Credible scholarly sources are used to give compelling evidence to support claims and are clearly and fairly represented. APA 6th Edition format is used accurately and consistently. The student uses above the maximum required references in the development of the assignment. Grammar (worth maximum of 20% of total points) Zero points: Student failed to submit the final paper. 5 points out of 20: The paper does not communicate ideas/points clearly due to inappropriate use of terminology and vague language; thoughts and sentences are disjointed or incomprehensible; organization lacking; and/or numerous grammatical, spelling/punctuation errors 10 points out 20: The paper is often unclear and difficult to follow due to some inappropriate terminology and/or vague language; ideas may be fragmented, wandering and/or repetitive; poor organization; and/or some grammatical, spelling, punctuation errors 15 points out of 20: The paper is mostly clear as a result of appropriate use of terminology and minimal vagueness; no tangents and no repetition; fairly good organization; almost perfect grammar, spelling, punctuation, and word usage. 20 points: The paper is clear, concise, and a pleasure to read as a result of appropriate and precise use of terminology; total coherence of thoughts and presentation and logical organization; and the essay is error free. Structure of the Paper (worth 10% of total points) Zero points: Student failed to submit the final paper. 3 points out of 10: Student needs to develop better formatting skills. The paper omits significant structural elements required for and APA 6th edition paper. Formatting of the paper has major flaws. The paper does not conform to APA 6th edition requirements whatsoever. 5 points out of 10: Appearance of final paper demonstrates the student’s limited ability to format the paper. There are significant errors in formatting and/or the total omission of major components of an APA 6th edition paper. They can include the omission of the cover page, abstract, and page numbers. Additionally the page has major formatting issues with spacing or paragraph formation. Font size might not conform to size requirements. The student also significantly writes too large or too short of and paper 7 points out of 10: Research paper presents an above-average use of formatting skills. The paper has slight errors within the paper. This can include small errors or omissions with the cover page, abstract, page number, and headers. There could be also slight formatting issues with the document spacing or the font Additionally the paper might slightly exceed or undershoot the specific number of required written pages for the assignment. 10 points: Student provides a high-caliber, formatted paper. This includes an APA 6th edition cover page, abstract, page number, headers and is double spaced in 12’ Times Roman Font. Additionally, the paper conforms to the specific number of required written pages and neither goes over or under the specified length of the paper.
GET THIS PROJECT NOW BY CLICKING ON THIS LINK TO PLACE THE ORDER
CLICK ON THE LINK HERE: https://essaysolver.com/orders/ordernow
You Can Also Place the Order In www.perfectacademic.com/orders/ordernow / www.essaysolver.com/orders/ordernow
Do You Have Any Other Essay/Assignment/Class Project/Homework Related to this? Click Here Now [CLICK ME] and Have It Done by Our PhD Qualified Writers!!
PLACE THE ORDER WITH US TODAY AND GET A PERFECT SCORE!!!
Do You Have Any Other Essay/Assignment/Class Project/Homework Related to this? Click Here Now [CLICK ME] and Have It Done by Our PhD Qualified Writers!!
Why Work With Us!!
Tired of getting an average grade in all your school assignments, projects, essays, and homework? Try us today for all your academic schoolwork needs. We are among the most trusted and recognized professional writing services in the market.
We provide unique, original and plagiarism-free high quality academic, homework, assignments and essay submissions for all our clients. At our company, we capitalize on producing A+ Grades for all our clients and also ensure that you have smooth academic progress in all your school term and semesters.
High-quality academic submissions, A 100% plagiarism-free submission, Meet even the most urgent deadlines, Provide our services to you at the most competitive rates in the market, Give you free revisions until you meet your desired grades and Provide you with 24/7 customer support service via calls or live chats.
