Question One
Majority of the big corporations bask in the glory of their fame and past success that they forget to check on the basics of the operational standards. The most important aspect of the case about Dave Carroll is that it teaches us about better customer relations and the lifts the lid on the critical part that effective management plays in ensuring the success of any organization. An example of an organization fall due to the poor management is seen in the case of Electrical retail chain Comet Group which closed down due to simple matters of management mishandling after the takeover by Harris Queensway. This case study, therefore, is relevant in helping managers and consumers about their roles and rights respectively.
The case study about the Dave Carroll and the Arab Airline is one that calls for more profound and further investigations. It provides fascinating insight as to what needs to be done as to retain the customer confidence that a company offers solutions to their problems. The case study also generates exciting facts as to the place of all customers is to be respected and treated with dignity. The manner in which a customer is handles determines the success or failure of the organization.
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The United Airline’s misdoing was to ignore a customer’s genuine complaints and search for justice. The organization did not have to give a deaf ear to his request for compensation for the destruction of his guitar which was his source of livelihood. The company needed to have listened to his complaints, come up with the right procedure of sorting him out in a gentleman way. The compensation is one of the means by which the company would have successfully put this matter to rest permanently. Negotiations and agreements are one significant way of solving client’s disgruntle and reaching a compromise that keeps everyone happy at the end of the day.
Question Two
The customer’s reaction was justified in all angles. He had unsuccessfully tried to argue out his case in a diplomatic way by engaging the right people to help him out. However, this was somewhat frustrating since he was left all alone to fight his case all alone. There are many ways by which a consumer can get justice from an irresponsible corporate organization. Such mechanisms include picketing and protests, writing blogs and articles about it, sharing their story on social media or print and televised media. By writing a song about his experience, Dave was merely exposing the rot in the customer service condition in the Airline Company while calling upon the public to stay woke to the fact that all is not well. It was a wakeup call for the company to do the right thing for their clients. According to United Nations consumer protection guidelines, there is no limit to what a consumer can go to get their rights. The case of Dave was not any different. He acted within their legal mechanisms to raise awareness not only to the Arab Airline but to other corporate entities and consumers alike that there is no limit to what one can do to get their rights served.
Question Three
The case was supposed to handle differently. If I were in charge of eth customer service to the company would have called merely Dave into our offices, listened to his complaints, written or verbally. Taken note of his demands and probably compensated him for the loss before apologizing. This way, I would have solved a more prominent case which later exploded in the face of the entire company. There are many ways that an organization can appease a displeased client. In line with word of mouth (WOM) principles, discussing with Dave would have made matters easier. We could have managed the situation before it boiled over to the extent that it reached at. Word of mouth (WOM) is recommended as the safest way of appeasing disgruntled and angry clients.
References
Marketing Foundation. (2018). Unhappy Customers. Influencer Marketing . Lynda.com accessed on 2 nd July from https://www.lynda.com/Constant-Contact-tutorials/Unhappy-customers/476940/546756-4.html
