Case study "Orbitz"

An effective customer care system is one that identify and anticipate the customer’s needs and recognize that customers do just buy services or products but they buy solutions to their problems. The better the services solve the problems, the more customers become appreciative due to that good experience of dealing with the business (Moynihan & Titley, 2001).  This shown in the presence of various aspects in the Orbitz travel website which include a tab that was easy to read that connoted the customer service link which really impressed Scot Paton. The website also realised that the customer would need to contact the customer care desk and thus included various means of doing so which include the e-mail link, FAQ database and a number that is tall free with which the customer would seek for help.  Moreover, customers can access the customer service department throughout the week for, at any time of the day. Paton considered this to be very impressive when one is travelling. The navigation system for voice may was another aspect that gave Paton a good experience because it was easy, quick and divided calls according to the kind of customer’s inquiry. The speed of answering calls, the politeness of the woman answering it, and the manner she addressed Paton’s problem were also aspects that gave a favourable customer service experience.

Organisation should thus adopt a good customer service since consumers will always demand continually higher level of service. This will keep the interested with the products or services offered by the organisation. Customers should be made to understand the system by avoiding any complication, or confusion that would make them angry and impatient. The customer service system should thus be easily understood by the customers which will give them a good experience. The customer service staff should be kind and must take time to listen to the customer complaints, while identifying their needs by asking questions. The response should be positive by seeking ways to help the customers without allowing any compromise in the organisation’s products or service delivery (Moynihan & Titley, 2001).

 

Reference

Moynihan, D., & Titley, B. (2001). Advanced business. Oxford [u.a.: Oxford Univ. Press.308