how to lose your customer
TRANSCRIPT
-
8/2/2019 How to Lose Your Customer
1/15
By
Air Europe
-
8/2/2019 How to Lose Your Customer
2/15
The customer.
What WAS the Plan.
Where the problem started.
Nail in the coffin. The Reckoning.
What can be done.
-
8/2/2019 How to Lose Your Customer
3/15
The customer.
What WAS the Plan.
Where the problem started.
Nail in the coffin. The Reckoning.
What can be done.
-
8/2/2019 How to Lose Your Customer
4/15
A elite business class frequent flyer.
Who has travelled more then a Million miles in
past 10 years.
An author of an international business newsletter.
A Business traveler Not a Tourist.
-
8/2/2019 How to Lose Your Customer
5/15
The customer.
What WAS the Plan.
Where the problem started.
Nail in the coffin. Reasons for mishandling.
The Reckoning.
What can be done.
-
8/2/2019 How to Lose Your Customer
6/15
North America Rome Cairo.
ETD
North America : Monday 10th
Oct, at 9:30pm.Rome : Tuesday 11th Oct, at 11:00 am.
ETA
Cairo : Tuesday 11th Oct, at 6:55pm.
-
8/2/2019 How to Lose Your Customer
7/15
The customer.
What WAS the Plan.
Where the problem started.
Nail in the coffin. The Reckoning.
What can be done.
-
8/2/2019 How to Lose Your Customer
8/15
Miscommunication: NO one was aware of about the issue
till 9pm.
Lack of customer dealing: After 3 hours the passengers
and the ground staff got to know the reason.
Contradiction: in the airlines commitments on media level.
Lack of Responsibility: Not informing the true issue in
time, they lapsed all the possible alternatives for the
passenger.
-
8/2/2019 How to Lose Your Customer
9/15
The customer.
What WAS the Plan.
Where the problem started.
Nail in the coffin. The Reckoning.
What can be done.
-
8/2/2019 How to Lose Your Customer
10/15
Behavior of the cabin crew. (Pilot Announcement)
False statement made by the Chief purser.
Mismanagement of the transit flight (Rome/Amsterdam).
Flight delayed 6 hours then schedule.
No ground facilitation and passenger transport.
No in-flight Call facility.
Not sufficient alternative route Maps.
-
8/2/2019 How to Lose Your Customer
11/15
The customer.
What WAS the Plan.
Where the problem started.
Nail in the coffin. The Reckoning.
What can be done.
-
8/2/2019 How to Lose Your Customer
12/15
How a customer should be treated?
Why should he travel again?
How to compensate him?
How to learn from the mistakes?
-
8/2/2019 How to Lose Your Customer
13/15
The customer.
What WAS the Plan.
Where the problem started.
Nail in the coffin. Reasons for mishandling.
The Reckoning.
What can be done.
-
8/2/2019 How to Lose Your Customer
14/15
Mr. Richard should talk and face him, not anyoneelse.
Immediate personal visit to Mr. Alfred along withan apology in writing from the Air Europe HeadOffice.
This trip should be rebate him.
A complimentary Open invitation to any
destination for him including hotac for his nextbusiness trip.
-
8/2/2019 How to Lose Your Customer
15/15