1 A Middleage Woman Approaches The

1. A middle-age woman approaches the ticket counter of an airline at a large airport and demands to see the manager. You ask if you can be of any assistance since the manager is not available. She immediately challenges the airline’s “No Pet Policy” as unfair and discriminatory. She explains that she has to travel 1000 miles to attend to a sick sister. Her toy poodle, with whom she has never been separated, never barks or bites and she cannot stand the thought of her “little baby” all alone in the dangerous, cold and dark baggage compartment. After all she can hold the dog tightly in her arms and “dogs can freeze up there and there may be not enough air to breath”. The dog is clothed in a designer jacket made for small dogs and has her nails polished bright red. The lady loudly demands she be allowed to bring her dog on board the airplane with her.

If you were the customer service relation manager, how would you handle this difficult customer using your communication skills? What would you recommend to your company to improve customer service in this situation?

Customer service relation is one of the key factors of successful business, as a business would not exist without its customers, hence, it is essential to sustain a sturdy relationship with the customers so as not to be defeated by the existing major players present in the industry. For the reason, the arts and science of customer relationship management acts as the foundation of the business.

In any line of business for that matter, customers should be viewed as an added value, and not only as a source of money. Customers should always be viewed as an individual, with needs, wants, desires and fears and should never be looked upon as a unified entity. When business owners’ views customers in such a manner, they fail to see the specific needs and wants of the customers, hence, losing business. Having said that, good people skills will determine good public image, increase sales, satisfy and create