Question

Q1: Explain why the communication message that is sent may not be the message that is received between the agents? in Health Informatics

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Answer 1

The answer to Q 1: Service Failures associated with the experience:

The presented details represent the core service failures. Core service failure includes slow service and unavailable service. In this case, Mr. Harrington faced both of these core service failures. When he called for flight reservation, the travel service company, ABC travels services; he was instructed to press the keys for relevant information. Though he did exactly as per the instructions, he could not book the ticket. He was connected to the wrong person after the delayed response. He was asked the details, even if he had already provided those details earlier. Then his call was transferred as the operator was able to operate domestic reservations. After the transferred call, Mr. Harrington had to wait for the other operator.

The answer to Q 2: How to improve customer experience:

Travel Agency should improve the telephone reservation process. For that the travel agency can improve telecommunication and IT processes, so the customers would be redirected as per their requirements. The travel agency should provide training to the operators to resolve the issues in the least time. The travel agency should hire more employees for customer service, so the customer waiting time can be reduced. As an alternative, the travel agency can outsource customer service operations because they have more experience and resources in providing customer service. Apart from this, the travel agency can develop user-friendly website and app for hassle-free reservation.