Description
MAT 500 Discussion Week 3 Marketing Management Frame Work
Watch the video, Unhappy Customers, and answer the following questions:
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.
Explanation & Answer
Hi, kindly find attached
Running Head: CUSTOMER SERVICE
Customer Service
Student’s Name
Institution
Date
CUSTOMER SERVICE
2
Question 1
Customer service is the most important element of the case study. The airline did not
address customer concerns quickly and effectively. Furthermore, the customer's valuables were
not handled safely because, at the end of the flight, the guitar was broken. Also, United Airlines
had poor customer service and was insensitive towards the customer’s feelings (Sturdy et al.,
2016). The company failed to take care of the customer's luggage yet he had already mentioned
the importance of the guitar. Furthermore, despite the incident, the company failed to
compensate the customer. In the recent past, the company had had many problems with the state
of its customer service.
The airline ha...
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