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Importance of effective customer service
Importance of effective customer service
Literature review on poor customer service
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In the August 10, 2017, online edition of The Atlantic, Derek Thompson investigates the horrifying incident that recently occurred on United Airlines Flight 3411. A video recorded and posted online by a passenger exposed the risk of overbooked flights and the problems that can occur from such an event. The video showed Chicago police officers forcefully pulling an Asian man from his seat and dragging him out of the plane. The man, who was bleeding from his mouth, had refused to give up his seat as a result of the flight carrying too many passengers. This incident has not only raised awareness for the inappropriate treatment of passengers on certain airlines, it is also “a dramatic reminder of the profoundly unequal, and even morally scandalous, …show more content…
Thompson states in his article, “Companies in concentrated industries, like the airlines, have legal cover to break the most basic promise to consumers without legally breaking their contracts. I think it is crazy that industries such as airline companies and cosmetic companies have so much power over their consumers. All they care about is the money they receive from their consumers instead of caring for their well-being. As someone who has flown several times, I always expect the airplane crew to make sure that I feel comfortable for the duration of the flight. It is hard to believe that people deal with such cruel and disrespectful treatment from airline employees so frequently. Airlines such as United Airlines are expected to accommodate their passengers. Unfortunately, this does not always happen. The brutal treatment of the man in the video shows one of the many ways passengers do not receive the treatment that they paid for. Things like this should never happen to anyone. I believe that it is important for companies and corporations to provide the best services for their
The importance of cultural legacies is very prevalent throughout chapter seven of Outliers. The chapter, “The Ethnic Theory of Plane Crashes”, discusses the history of Korean Air and the unbelievable number of plane crashes the company had throughout the 1980’s and 90’s. The author, Malcolm Gladwell, then goes on to investigate the causes of the crashes and more specifically the cultural traditions that cause the accidents.
Unfortunately, Heatwole takes this whole situation way too far. A statement an affidavit stated, “He was aware that his actions were against the law and that he was aware of the potential consequences for his actions…” (“Student Charged”). To explain, he knew that he was risking thousands of innocent lives, just to bring the point across that anyone can go through TSA with suspicious items on them. This affidavit goes on to state, “...that his actions were an act of civil disobedience with the aim of improving public safety for the air-traveling public” (“Student charged”). His actions were not acts of civil disobedience. If you have to endanger the lives of thousands air-travelers for the need to increase the safety of traveling, that is plain selfishness. The basic reasoning as to why Heatwole wanted to commit these acts was, as a result of civil disobedience. In relation to, civil disobedience is defined as a peaceful form of political protest, in which Heatwole did not achieve by his actions. In no, way shape or form could anyone find what Heatwole did peaceful. He was careless with the lives of the passengers, and was practically using them for his own gain. The idea of civil disobedience came from the poet Henry Thoreau, a Transcendentalist who did not trust the government. He denounced the federal
Chavez clarifies that it is unpleasant to be a victim of racial profiling especially if you know it happens because of your nationality or the color of your skin. Furthermore, Chavez goes on to explain how an Arab Americans get taken off aircrafts after being allowed to fly, the fact that they get pulled off planes because airline security suspected that they were perilous to passengers. Just because they are Arabs is what is erroneous and very prejudiced. Chavez also debates the tragic incident of September 11th where nineteen Arab terrorist killed more than three thousand Americans. According to Linda Chavez, “this kind of racial profiling is both morally wrong and ineffective.” On the other hand she says, “But there are times when it makes sense to include race or national origin in a larger criminal profile, practically if you’re dealing with a crime that has already been committed or is ongoing and the participants all come from single ethnic group.” (Chavez 576). Chavez argues that the best way to keep America safe is by taking the necessary
Many people have issues with flying. Some are nervous that the plane might not make it to its destination while others think of flying as an overpriced, uncomfortable, and unpleasant experience. Than there are those who can afford to make their flight experience much more luxurious which are the passengers flying in business class or in first class. These are passengers that get the champagne in the plastic glasses and the chairs that stretch all the way out. David Sedaris is able to paint this picture of entitlement and lack of comfort throughout his article “Journey into Night.”
(Dizik, 2010) Corporate policies, and training on those policies can mitigate the risk of customer-related disturbances. JetBlue failed to arm Mrs. Amarsingh with the proper “know how” on dealing with unmannerly customers. JetBlue is aware that “passenger frustrations” are increasing and flight attendants continue to be “walking targets” for intense customers. (Kinicki & Fugate, 2012, p. 170) Since the company understands the current environment, it is JetBlue’s duty to protect Mrs. Amarsingh, and all employees, from belligerent customers. JetBlue employees should not expect to fend for themselves against hostile patrons, without support from the corporate leadership. (Bloom,
American, Delta, Southwest, and United Airlines are the four major companies that own 70% of the airline industry (Young, “United Airlines: The Face of Monopoly Capitalism”). This monopolization of the airline industry reduces competition and allows the companies to treat their passengers however they see fit, due to the limited choice set and because the companies have been left largely unregulated. This sort of behavior is clearly conveyed in the United Airlines incident when Dr. David Dao was forcibly removed from his flight after a random selection to make room for crew members ("United Airlines: Eyewitness on how passenger was dragged off plane"). When Dr. Dao refused to give up his seat and get off of the plane he was forcibly removed
Humans have always struggled against confinement and toward freedom. However, they choose not to recognize that history has proved time and again that too much freedom incites anarchy and too much confinement invites tyranny. It’s the nature of all animals to desire freedom and resist confinement. Many times the animal struggles so blindly it does not recognize it is destroying itself or condemning itself to further confinement. In “The Cask of Amontillado” Fortunato and Montresor are symbols of how human nature manifests differently in different people in varying combinations of psychological and physical freedom and confinement.
JetBlue Airways entered the market in 2000 from a position of financial strength, leadership capability and several rare advantage points uncommon to others in the industry: 1) David Neeleman, the founder, had several years of industry experience as a result of having successfully launched and sold an airline (Morris Air), bringing both explicit and tacit knowledge into the his new venture; 2) Neeleman was afforded the opportunity to work directly with his idol, Herb Kelleher, at Southwest Airlines (the king of the low-cost leaders) after Southwest purchased Morris Air from Neeleman; and 3) Substantial financial support from venture capitalists who had funded Neeleman's previous ventures and were more than willing to support and capitalize on his idea for a new low-cost passenger airline.
The reason I chose to write about this company McDonnell Douglas is because I felt that what they did was appalling and demonic. They dehumanized the passengers and only seen profit margins. One may say that McDonnell Douglas imps did not know the meaning of the word “solidarity”: Solidarity is a principle of Catholic Social Teaching. This principle means the firm and preserving determination to commit oneself to the common good. This principle incorporates other principles like Human Dignity, Community, Common Good, Stewardship, and Option for the Poor, that is what we are to demonstrate in our actions. This principle does not always come into play with many corporations; Furthermore when things like this come into play, one may say that a company is participating in unethical business practice. This is the reason why an American commercial aircraft industry company named McDonnell Douglas failed to reach their full potential in designing aircrafts. Their lack of ethical appropriate behavior has shown many that the expense of a change of a product is more important than losing lives over something that could have been prevented. There are three ways this situation could have been avoided but yet was not: First, finding an ethical way of putting the consumer long term goals first and increasing profitability (ex. maintaining a good company image). Secondly, look at the short term effect of being unethical, and receiving high profitability and long-term effect of being caught and having to file bankruptcy finally; McDonnell Douglas has an ethical responsibility for the lives of the people who use their product. McDonnell Douglas had a responsibility to the people to provide them a quick trouble free flight to and from their chosen...
Airlines are currently in litigation with Arabs and people on Indian descent over racial profiling. Recently, five passengers who of that descent who had passed through intense security check points and who were still denied the right to fly have filed individ...
Two men of different ethnic backgrounds board a plane, they wander to find their seat . They find it and realize that they are sitting next to each other. One of them gets uncomfortable and tells the other “ Please dont blow up this plane I have a family at home”. Racial Profiling can be defined as the utilization of race or ethnicity as reason for associating somebody with having conferred an offense.Minorities in America face racial profiling when they get pulled over, and when they enter the country.
Dr. Jaeger is not just any Air France traveler – he is a privileged member of the airline’s most elite loyalty program: Club 2000. By virtue of this membership, he is to expect the utmost in superior service quality standards from Air France. But after a horrible experience with the airline that left him “standing in the rain,” literally, he is not only incensed from his travels gone awry, but even more from the inferior service encounters he faces after the fact. After several months of frustrating, useless attempts to secure compensation for his lost luggage, and after having been ignored and given the “run-around” by many Air France service employees, Dr. Jaeger is obviously no longer an Air France customer. Yet the question remains: Who is responsible, and what should be done?
United Airlines is one of the largest airlines in the United States and worldwide. Also, it is ranked as the oldest commercial airline that was founded by Walter Varney. United Airlines started as an Air Mail Service and then extended its services to be an Air Carrier. In 1927, William Boeing started his own airline, Boeing Air Transport, and started buying any other air mail companies, which included the Varney’s Air Mail Company. After a while, Boeing started manufacturing aircraft and parts, which allowed him to extend his company to a bigger organization. Also, within Boeing’s company, he bought several airports to expand his organization. In 1929, Boeing’s company has changed its name to be United Aircraft and Transport Corp. (UATC).
... since the 1960s (Shrontz 40). Getting to some places throughout the world depend solely on air travel; therefore, people must trust their lives to flight crews, safety inspectors, and maintenance crews and believe that all problems are being addressed and corrected.
“Flight 208 to Los Angeles is now boarding. Section N you may now take your seats”. You looked down at your carry-on bag to make sure you have everything packed up, even though you took nothing out, and headed toward the flight attendant and handed her your ticket. As your walking through the tunnel, the sound of the planes jets put just enough pressure on your body, causing your pulse to increase. “Why are you nervous, you been on planes before”, you ask yourself. You shake your head and start to inhale and before you could finish getting your lungs to the maximum capacity they could hold, a man wearing a white shirt twice his size and jeans that also seemed