A Review of the Literature
Total Quality BA4010
Professor Edward Ruppel
October 3, 2012
Customer Service Processes at Orbitz
A Review of the Literature Orbitz, which is headquartered in Chicago, Illinois, officially began doing business online in June 2001, and had originally been created in 1999 by five major airline companies-American, Continental, Delta, Northwest and Untied. What’s more, Orbitz is one of many Internet travel company websites that offer services to people who are researching and planning trips and vacations. Some of these services include booking flights, cruises and hotel rooms, and also reserving rental cars. Other services are provided as well, …show more content…
When the women came back on the line after about two minutes, she apologized for leaving Paton on hold. This show the courtesy of Orbitz.
The women again apologized and asked if there was anything else she could do and if Paton was satisfied with the solution of the problem.
Afterwords, Paton receive the letter which included a $50 discount coupon toward his next Orbitz purchase. The coupon serviced as a compensation to him.
Generalize the lessons learned from this example to other organizations. What challenges might organizations encounter in designing quality customer service processes? According to the eight aspects of Orbitz’s service processes that led to Mr. Paton’s favorable service experience, there are seven items of challenges might organizations encounter in designing quality customer service processes:
Attracting new customers costs more than retaining existing customers. On the other hand, if you lose a customer because of bad service or anything else, it means that you are helping other competitors to eat the market share. So, we providing great service, and customers will be loyalty.
Companies reduce the cost of customer service by using telephone voice response systems, outsourcing call centers to cheaper locations, and self-servicing on the internet, but they must ensure that the quality of service is not reduced .
3. Understand your customers’s needs and meet them, and listen to the“voice of the customer”and take