Customer Service

Objective: Complete and submit Critical Thinking exercises as defined in the
course Syllabus.
Requirements: Successful Strategic thinking Exercises will be three (3) to five (5) pages in length and
incorporate the information and knowledge gained in the course. Use the sections shown in the Evaluation
Criteria (italics) to format your analysis.
Success Criteria: Think of yourself as a newly hired executive or consultant to the firm. Existing

management is overwhelmed by the current situation and wants to make changes that will address the issues. They need

an analysis of the situation, recommendations, and a plan to improve which insures the viability and

profitability of the organization.

The airline industry has suffered recent setbacks, such as the high cost of fuel, that have forced the major
carriers to cut back on many their services. Many airlines, like Delta and United, charge passengers a fee

for checked baggage. Spirit Air announced it would also charge for carry-on bags. Most airlines charge for in-flight snacks or don’t serve any at all. Airlines have reduced the number flights they operate to certain destinations, packing planes full to overflowing, and recent restrictions on the use of frequent-flyer miles make it difficult to cash them in. Then there are the record-setting delays and lost-luggage claims. All of these factors add up to less-than-enjoyable flying experiences for most travelers, many of whom are opting to find other modes of transportation or just staying home.
Suppose you are a marketer for one of the major airlines. Your company is facing difficulty providing
acceptable service to the passengers on its flights, but you need to find a way to emphasize the positive
features of your airline’s service

Sample Solution

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