International Journal of Business and Economics Volume 16, No. 3 December, 2017

The Challenge to Focus on Customer Needs

Xinhua Guan

Guangdong University of Finance and Economics, China

Abstract

A customer of Xtrip* (name disguised) booked a ticket online, but was told that the ticket was invalid when boarding in a foreign airport. The solution provided by the customer service representative did not work, and the customer was nearly arrested by local police as a suspected fraud. By the time the customer returned, he demanded that Xtrip issue a written apology to restore his reputation. What should the company do? *Brands and names are disguised to protect individuals and corporate brands.

Keywords：invalid ticket, customer service representative.

BACK