Services Marketing Essay Example | Topics and Well Written Essays - 500 words - 1

Services Marketing - Essay ExampleAs a result of this investigation I would like to address number of reasons for mistakes. This does not fancy well for the company because it generalizes that all staffs are ham-handed due to the lack of initiative.Second, Qantas should pitch assumed responsibility of the inconvenience instead of passing it to someone else. Doing so would make Qantas appear professional and responsible. . Acknowledged of such lapse in policy and its action to look for ways to address guests complaint in the future sounds professional. This acknowledges the problem without blaming anyone and more importantly, that Qantas give be doing something about it. This is a better approach than passing the blame to regulatory agencies or by citing company policies.The mention of the need of training for employees makes the employees look incompetent, insensitive and invites more complaint from the guest and this should have been avoided in the letter. This is present in t he phrase To prevent re-occurrences we have set a verification modus operandi and we also implemented a regular training to all crewmembers, which will ensure they have get-at-able to responsibilities and improving their customers service skills. Qantas should have responded that we will step up our capabilities to satisfy customer expectations. This implies training without making the employees look incompetent.In the third paragraph, Qantas should have been completed by citing concrete acts by the company that will pacify the customer. For example, in can be written as To show the unassailable will probably provide rebate or even a free ticket to the customers destination as an act to maintain the goodwill of the customer and to compensate for all the difficultness caused. This would also serve as compensatory measures to the any inconveniences caused to the