Long Ridge Gliding Club

Topics: Customer service, Customer, Marketing Pages: 2 (526 words) Published: February 10, 2013
Chapter #3
Case Study
The Long Ridge Gliding Club

Evaluate the service to club members and casual flyers by completing a table similar to table 3.1

|Casual Flyer |Club Members | |Product |Trial flies |Membership | |Customers |Public |Pilot from novice to experts | |Product range |Short Term 3months |Long Term | |Design change |Quality of Service |Schedule | |Delivery |launch point- |lodging, food, drinks | |Quality |Safety-Insurance |skills-training | |Volume per service |700 |150 | |Profit |Low |High | | | | | |Order Winning |Price-Involvement |locations | |Qualifier | | | | | | | |

Chart the five performance objectives to show the differing expectations of club members and casual flyers and compare these with the actual service delivered.

Quality: Quality should and must be the number one priority for any company who wish to stay in business. in the case of Long Ridge, they provide a safe place by giving maintenance to the gliders, nevertheless the customer service to the public C.F should be improved Speed: How fast or how low of a service depends on the actual service. Customers do not like to wait. They expect to have service immediately or to be approached by someone assuring that they matter to the company. In this case L.R. has a very slow response to the C.F. and to the members. C.F are left waiting until a C.M. has time to find out what they want. While the C.M has to do their volunteer work with the C.F then they can enjoy a solo fly.

Flexibility: Is another term for accommodation. A company should be able to accommodate according to the customer’s needs specially if there is any type of agreement. C.F expects to receive the service according to what it was agreed. In this case L. R does not have a plan set up for C.F. They should assign a 3 days a week for C.F flies and 4 days for C.M only. This way they should be able to satisfy the permanent and temporary members

Cost: The price of an item or a service should be...
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