Question

Week 5 yel: this can be on any topic, please help

• Good and bad packaging--Share a picture of a product package that you've seen that's either very good or very bad. Why is it good or bad?

• New product ideas--If you were going to create a new product or service, what would it be? Is there a need for it? Who would be your ideal customer?

• When services go wrong--Share an experience you had with a service where something went wrong. How did the service provider recover and make it up to you (if at all)? Were you satisfied with the resolution? Why or why not?

• Marketing in the news--share a news story that you found and explain how it relates to what we're learning in class.

• Personal experiences with marketing--we experience customer service and marketing efforts every day. Share a notable experience here. What went right? What went wrong? How could it be better?

Answer 1

The answer:

As you have mentioned that any topic can be selected, herewith the answer is given for the topic “when services go wrong”, using the example of reservation booking. As direct answers cannot be provided on the Q&A platform, the answer is written addressing the third person. Kindly make changes accordingly. Please upvote, if you find the answer helpful.

This was the incident when an individual wanted to visit Grand Canyon during vacation time with family. The individual had booked a hotel near the visiting place through an online hotel booking site. As the family wanted to visit Grand Canyon in the early morning, they decided to spend a night in the hotel. When they reached the hotel, the reception said that there was no booking in their names. The individual got angry and called the customer service center. The customer service center representative booked another hotel and requested them to check-in in another hotel. The travel company provided transportation to reach a new booking hotel.

The family had booked a 3-star hotel, while the new hotel was 5-star. The travel company provided them upgraded property with additional 2-days stay free to the family with complimentary services.

As the individual was with family, he was quite unsatisfied with the service goof-up of the travel agency. But the resolution provided by the travel company was relatively compensating. Hence, he was satisfied with the resolution.