Identify the possible underlying service problems

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Reference no: EM133279578

Assignment:

Jolly Airlines operates charter and regular flights to rural Australia departing from Sydney Airport. A large client is Opally Mining Pty Ltd, which uses Jolly's services on a daily basis. Over recent months, Jolly executives have noticed a reduction in bookings and identified through their information management system that Opally Mining are down more than 50 per cent on the same time last year.

An executive sends an email asking for feedback from his Opally Mining booking contact. The aim is to determine if the decrease is due to service problem that could be addressed in order to regain this business.

Opally's Managing Director call the next day to provide personal verbal feedback. On the record of conversation he states:

'I joined the last crew to go out to our site and was appalled at the level of service given to my staff bu your in-flight service personnel. The person in question joked with customers, often appeared to flirt with my men and seemed flippant when discussing the aircraft,s safety procedures.'

The conversation ends with Jolly agreeing to investigate and get back to Opally's executives within the next 24 hours.

1. Identify the possible underlying service problems that exist at Jolly Airlines. Consider the extent to which the systems and procedures are affected.

2. Decide upon and approach you would take to correct this problem and improve the customer service given by Jolly Airline's in-flight service personnel and to meet Opally's needs.

3. Explain who you would consult with to achieve this outcome.

Reference no: EM133279578

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