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    Case Study: The Reservation Nightmare: Discussion Questions

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    Joshua C. Laluna
    The customer had a poor experience trying to book an international trip through the travel agency. When he called the provided number, he was put on hold for a long time and then connected to the domestic travel department, who did not know how to help with international bookings. This highlights issues with limited staffing and incorrect information being provided to customers. The travel agency could have better served the customer by having more staff in the international department to handle calls, training all employees to direct customers to the proper department, and ensuring their systems and technology were up to date.

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    Case Study: The Reservation Nightmare: Discussion Questions

    Uploaded by

    Joshua C. Laluna
    271 views2 pages
    The customer had a poor experience trying to book an international trip through the travel agency. When he called the provided number, he was put on hold for a long time and then connected to the domestic travel department, who did not know how to help with international bookings. This highlights issues with limited staffing and incorrect information being provided to customers. The travel agency could have better served the customer by having more staff in the international department to handle calls, training all employees to direct customers to the proper department, and ensuring their systems and technology were up to date.

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    Reservation Nightmare

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    The customer had a poor experience trying to book an international trip through the travel agency. When he called the provided number, he was put on hold for a long time and then connected to the domestic travel department, who did not know how to help with international bookings. This highlights issues with limited staffing and incorrect information being provided to customers. The travel agency could have better served the customer by having more staff in the international department to handle calls, training all employees to direct customers to the proper department, and ensuring their systems and technology were up to date.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    271 views2 pages

    Case Study: The Reservation Nightmare: Discussion Questions

    Uploaded by

    Joshua C. Laluna
    The customer had a poor experience trying to book an international trip through the travel agency. When he called the provided number, he was put on hold for a long time and then connected to the domestic travel department, who did not know how to help with international bookings. This highlights issues with limited staffing and incorrect information being provided to customers. The travel agency could have better served the customer by having more staff in the international department to handle calls, training all employees to direct customers to the proper department, and ensuring their systems and technology were up to date.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    Case Study: The Reservation Nightmare

    Discussion Questions:

    1. Summarize the service failures with this experience.


    It is evident from this that the services were unsatisfactory. The first issue that can be
    identified from this case is that there were a limited number of operators operating in both the
    local and international travel areas. Furthermore, the information provided was confused and
    incorrect in the first place. If the phone number for the International Department was changed,
    the travel business should have made an attempt to first leave a recorded message notifying
    clients about the changes that have occurred in society, and then ask the customer what they
    want. Another problem highlighted by this complaint is that the call was routed to the improper
    department. The person who responded was from the unit in charge of domestic travel. From the
    event's overview, it can be deduced that overseas travel is in high demand, as all of the
    department's members appeared to be involved. As a result, it is the company's responsibility to
    behave prudently by hiring additional individuals to play in the international division. As a
    result, in a service-providing firm, such as the travel authority, if customers are not treated well
    or are dissatisfied with the responses they receive to their inquiries, the company suffers because
    it loses money.

    2. What might the travel agency have done to guarantee a better service experience for Mr.
    Harrington? How do your suggestions relate to the TQ principles?
    Being a component of the service industry, in the business fields, should have resulted in more
    people participating in the international section. As previously stated, the services provided to
    the customer were subpar. After a very long wait, the person who answered the phone was from
    the unit in charge of domestic travel. Furthermore, he had no idea what he was doing in the first
    instance, and because the call was intended for foreign travel, it is technically the travel agency's
    fault for transferring the call to the domestic department rather than the international department.
    This means that the agency should train their employees to be able to share with consumers and
    provide them with a nice service experience. If the organization truly wants to be successful, it
    should make further efforts to make the service more customer-friendly. The fellowship should
    also have up-to-date systems and I.T resources, as obsolete ones might become a major issue for
    the agency.
    The TQ principles are as follows:
     Principle 1: Customer focus: Organizations depend on their customers and therefore should
    understand current and future customer needs, should meet customer requirements, and strive to
    exceed client expectations.
     Principle 2: Leadership: Leaders establish unity of determination and direction of the system.
    They should create and conserve the interior environment in which people can become fully
    involved in accomplishing the organization’s aims.
     Principle 3: Involvement of people: People at all levels are the nub of an organization and their
    full involvement enables their abilities to be utilized for the organization’s benefit.
     Principle 4: Process Approach: A desired result is accomplished more efficiently when
    activities and associated resources are done as a operation.
     Principle 5: System Approach to Management: Identifying, reading and managing interrelated
    processes as a system contributes to the organization’s effectiveness and efficiency in attaining
    its aims.
     Principle 6: Continual Improvement: Continual improvement of the organization’s overall
    performance should be a permanent objective of the system.
     Principle 7: Factual Approach to Decision Making: Effective decisions are grounded on the
    analysis of data and information.
     Principle 8: Mutually Beneficial Supplier Relationships: An organization and its providers are
    independent, and a mutually beneficial relationship enhances the power of both to produce value.
    The suggestions that I have put forth are not fully in accordance with the eight TQ principles, but
    a few of them do relate. The principles which connect well to my propositions are: Principle 1,
    Principle 3, Principle 4, Principle 6 and Principle 7.

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