Description
3 pages
Analyses should be approached using the recommended method of assessing a crisis leadership situation in the workplace:
- Briefly describe the situation (who, what, when, where, why, and current case disposition)
- Use concepts discussed in the class and covered in the textbook to identify the business and/or professional impact of the situation.
- Develop the analysis (at least four key takeaways) including pivotal decision points, failures, and lessons learned.
Explanation & Answer
Attached.
Analysis of United Airlines Customer service failure
I.
II.
Introduction
How Leadership Affects Customer Service.
III.
Business or Professional Impact of Bad Customer Service
IV.
The Failures and Lessons Learned from the Shortcomings of United Airline
V.
Conclusion
Running head: ANALYSIS OF UNITED AIRLINES CUSTOMER SERVICE FAILURE
Analysis of United Airlines Customer service failure
Institution affiliation
Date
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ANALYSIS OF UNITED AIRLINES CUSTOMER SERVICE FAILURE
2
Introduction
Customers are an essential element of a business entity. Effective customer service is,
therefore, a key ingredient for the success of any company. Excellent customer services lead to
consumer satisfaction and translate to high profitability. Additionally, it enhances the company's
brand and improves an entity's public image. On the contrary, bad customer services lead to
disgruntled and dissatisfied client. This eventually leads o reduced sales and profitability of the
business. United Airlines has been recently rocked with numerous cases of bad customer
services. The cases range from mistreatment of passengers, selling of client’s seats and
mishandling of passenger's pets. All these incidents stem from ineffective organizational
leadership which has led to a disgruntled workforce who in turn offer lousy customer services.
Consequently, bad customer service has hurt the company’s public image and driven clients
away (Gourguechon, 2018).
How Leadership Affects Customer Service.
Effective leadership is pivotal in ensuring customers are accorded excellent services.
United Airlines customer service problems are believed to originate from poor leadership from
the ...