Information Technology Memo Elizabeth Windsor, Case Study

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This must be avoided at all costs because not only do we set up ourselves and the company for disgruntled passengers, we are also making ourselves liable because the flights are leaving earlier than they are supposed to. This should not happen at all, but in the event that it does, we must do everything in our power to get the customer on a similar flight to the one missed to keep him on schedule. In addition to this, some type of perks or credit should be given such as a certain dollar amount off of their next flight. We must do this in order to avoid serious customer frustration with our airline which could lead to low customer satisfaction.

Another thing that we must focus on is empowering our employees, no matter what position they hold in order to serve our customers better.

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Not only supervisors, but agents should be given some measure of decision making powers in order to efficiently and effectively serve the customer and diffuse any unpleasant situations that may arise. With small incidents, they should be allowed to give the customers a food voucher to one of the restaurants inside the airport. This could be done if there should be mechanical problems that arise that are unavoidable. While the customer is waiting to board a different flight, he or she can at least enjoy a free meal courtesy of the airline for his inconvenience.

The airline also needs to make arrangements with the many hotels surrounding the airport in case a flight is seriously delayed or canceled which would require passengers to spend an unforeseen night at the airport. To avoid this, they should be put up in.....

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