Unhappy customers – have you ever been one?

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Marketers –

We have been talking about customer service for most of the week. Let’s make this more personal. Have you been an unhappy customer?

Question one:

Briefly describe a circumstance where you, as the customer, were not satisfied with your purchasing experience. Why were you not satisfied?

Question two:

What were your purchase expectation? How did this company’s marketing material create these expectations?

Question three:

What, if anything, did the company do to make you a satisfied customer?

Question four:

Have you continued to purchase from this company? Why?


Watch the video,https://www.youtube.com/watch?v=5YGc4zOqozo, and answer the following questions:

Question One

• What is the most important element of this case study? Why? Did United Airlines do anything wrong?

Question Two

• Was the customer’s reaction justified? Provide a rationale for your answer.

Question Three

• If you were in charge of customer service at United Airlines, how would you have handled the situation? Provide a rationale for your answer.

Respond to Peer(s)

• Read and respond to at least two of your classmates’ posts.

DIRECTIONS: To get started, click on the +Pin option on the upper right hand corner and write your response. Click on “How Points Work” to see how you can earn your points. Once you reach 100% you will earn your full 20 points in Blackboard. Please note that points can be deducted if the post is not high quality.

Yellowdig – How to Post a Pin Yellowdig – How to Post a Pin


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