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 shape of reasons for mistakes. This does not tonicity well for the company because it generalizes that all staffs are incompetent due to the lack of initiative.Second, Qantas should have assumed responsibility of the inconvenience instead of transit 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 clients complaint in the future sounds professional. This acknowledges the problem without blaming anyone and more importantly, that Qantas will be doing something about it. This is a better approach than passing the blame to regulative 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 customer and this should have been avoided in the letter. This is present in the phrase To prevent re-occurrences we have set a verification procedure and we also implemented a regular training to all crewmembers, which will batten down they have accessible 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 good 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 trouble caused. This would also serve as compensatory measures to the any inconveniences caused to the