英语论文网

taff got to know this delayed response, their wage or bonus for  this month will be influenced. So they choose to protect their own benefits  by sacrificing the benefits of the customer and the company.
 
 Potential Solution:

 To solve this problem, Orbitz needs to improve the commitment of the  people within its company to the customer-centric strategy. Adapting to a  customer-focused approach may require a cultural change. Unless  everyone in the company is committed to viewing their operations from the  customers’ perspective, there is a danger that relationship with customers  will breakdown somewhere along the line.  The result is customer  dissatisfaction and eventual loss of revenue. (Business Link)

3. Inconsistency between online reservation system and customer service. The biggest attraction for the customer to book ticket on Orbitz’s site is that customers may pick out the seats online. The reservation system shows that the customer succeeded in getting seat assignments online. While in the e-mail from Orbitz service, they told the customer that the flight which the customer booked has been restricted by the airlines, and that customers may always get seat assignment at the gate or check-in counter on the day of departure. This is indeed ridiculous! Why wasn’t the customer given this information while he is trying to use the online reservation system for getting seat assignment on the site? If the customer understood this situation, he might have not chosen Orbitz in the first place. Furthermore, even if the customer still chose Orbitz, he need not have wasted the time and energy to pick out seats online.

 Cause of the problem:

 This problem is caused by the poor operation of the company. They need  to guarantee that no matter customers get information from any channel  provided by the company, the information should be consistent. Otherwise,  it will cause great trouble to customers. Customer retention is thus an  impossible mission.
 
 Potential Solution:

 To solve this problem, the company should update the information within  its  system and make sure that customers can always obtain the right and  the same information concerning the same issue through all channels  provided by the company. This may be achieved by technically improving  the function of the CRM system. Of course, even if the function of the CRM  system has been improved, in case of any alteration to the services,  eventually there must be certain personnel to fill in these changes into the  system. Thus the company must assign this job to a certain employee so  that the responsibility is clearly defined.

4. Ignorance of the individual needs of customers. After choosing seats on the site of Orbitz and then confirming the seats at DELTA office in person, the customer is finally told that, for reasons unknown, Orbitz reassigned the seats the customer had chosen first online then in person.
 
 Cause of the problem:

 This problem is caused the extreme wrong mindset of the company. The  company just ignores all the efforts the custom本论文由英语论文网提供整理，提供论文代写，英语论文代写，代写论文，代写英语论文，代写留学生论文，代写英文论文，留学生论文代写相关核心关键词搜索。