ABC Travel Services

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Recommended: Vision, mission and objectives of a business

Questions:

1. Summarize the service failures associated with this experience. Be specific (200

words minimum).

Answer:

To be honest with you, I had had experienced failed customer service several times. This customer had a telephone call to make a flight reservation for his trip to Canada. How come the just to make a flight reservation took an hour in our technological advanced world? The ABC travel service or agent should have to use electronic services together with customer service agent. MR. James Harrington answered all the recorded voice questions; unfortunately he didn’t get the services he intended to get. What I was really mad about the service, the questioned he actually answered about the nineteen digits customer service code along with the last four digit of his social was asked again by the customer service agent. It would be nice if the customer service agent helped him, unfortunately he transferred or gave him other customer service number.

We are livening in the competitive world, doing business is tough this time. We consumer or customers demand the most satisfactory service. Time is precious, we can’t fix the time we lost. Spending unnecessary time and money for service we wouldn’t get will have a consequence the hurt the service giver who are unable to deliver the excellent services.

201 words

2. Who are the main stakeholders involved in this experience? Name at least 5, and

Explain their level of involvement (200 words minimum).

Stakeholders are the person, group or organization that has the direct or indirect interest or concern in an organization. In other explanation, Stakeholders can affect or be affected by the organization's actions, objectives and policies. The following are the sta...

... middle of paper ...

...nizations implement their Mission and Vision by developing a stakeholder focused strategy. Policies, plans, objectives and processes are developed and deployed to deliver the strategy.As I understand from the article ABC travel didn’t have any business strategy except the recoded voice mail telling that "All of our international operators are busy, Please hold and your call will be answered in the order it was received. Do not hang up or redial, as it will only delay our response to your call. Please continue to hold, as your business is important to us." In short ABC travel is failed to enable this criteria. If ABC travel adopt strategy that can help to implement the business mission and vision by creating polices, plan, objectives the company will success in the business.

314 words

Reference:

Retrieved on February 11, 2014 http://www.efqm.org/

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