Mkt 421 Week 3 Assignment 3
Week 3 Assignment 3:
Service Marketing
Eddie Calrlson
Strategic Marketing MBA 6011
Dr. John Temmings
August 30th, 2012
The three elements that I would like to cover today would be the interactions that our customers of Airways interact with our service. Specifically the interactions a customer has when learning about our service offerings- from the initial purchase to the contacts that they have while flying with us, and lastly the after purchase experience. We pride ourselves in the service offerings and the ease of the initial purchase of the customers selected product. Airways makes it easy for our customers to learn about our transportation service offerings. To serve the modern online culture of today, we have a state of the art website that allows our customers to look at the flight options, the service level options (coach, business class, first class) and the prices. From here, the customer can purchase the ticket directly through the website. We …show more content…
The after-purchase interactions come in several forms. If they happen to have a baggage issue, we have an Airways baggage claim specialist located in the baggage claim area. Customers will then have the opportunity to call the toll free number to express any post flight praise, suggestions or customer service related issues that they might have had. In each of these interactions that our employees will have with our guest, our commitment to 100 percent customer satisfaction has to be displayed. We never know at what point in the chain of Airways customer interactions that our customers could be forming their opinion on the service we are providing them. On the flowing page is a diagram with details in regards to the service delivery of Airways frontline customer service
Service Marketing
Eddie Calrlson
Strategic Marketing MBA 6011
Dr. John Temmings
August 30th, 2012
The three elements that I would like to cover today would be the interactions that our customers of Airways interact with our service. Specifically the interactions a customer has when learning about our service offerings- from the initial purchase to the contacts that they have while flying with us, and lastly the after purchase experience. We pride ourselves in the service offerings and the ease of the initial purchase of the customers selected product. Airways makes it easy for our customers to learn about our transportation service offerings. To serve the modern online culture of today, we have a state of the art website that allows our customers to look at the flight options, the service level options (coach, business class, first class) and the prices. From here, the customer can purchase the ticket directly through the website. We …show more content…
The after-purchase interactions come in several forms. If they happen to have a baggage issue, we have an Airways baggage claim specialist located in the baggage claim area. Customers will then have the opportunity to call the toll free number to express any post flight praise, suggestions or customer service related issues that they might have had. In each of these interactions that our employees will have with our guest, our commitment to 100 percent customer satisfaction has to be displayed. We never know at what point in the chain of Airways customer interactions that our customers could be forming their opinion on the service we are providing them. On the flowing page is a diagram with details in regards to the service delivery of Airways frontline customer service