What customer needs are being overlooked in this scenario

Reference no: EM133407299

Case Study: As the new manager at Get Away, Dan has been given the authority to do whatever is necessary to salvage the agency. By agreement with Marsha and Connie, they are delaying the announcement of Dan's hiring to other agency employees. Dan's goal is to objectively assess the operation by acting as a customer.

Dan's first contact with the agency came on Thursday morning, when he placed a phone call to the office at 9:00 a.m. posing as a customer. The phone rang 12 times and was curtly answered with, "Hello. Please hold (click)." After nearly five minutes, an agent, Sue, came on the line and stated, "Sorry for the wait; we're swamped. Can I get your name and number and call you right back?" Two-and-a-half hours later, you got a call from Tom. He said that Sue had gone home for the day because she was sick, and he was doing her call-backs. Sue would follow up when she came in the next day. Dan had asked a friend to make a similar call yesterday (Wednesday), and she had similar results.

On Thursday afternoon, Dan stopped by the office at 1:55 p.m. Of the four agents who should have been there, only Claudia and Aisha were present. Apparently, Tom and Sue were still at lunch. Two customers were waiting as Dan arrived. Aisha greeted you with a small smile and asked Dan to "take a number and have a seat." He looked around the office and saw desks piled high with materials, an overflowing trash can, and an empty coffeepot in the waiting area bearing the sign "Please have a cup on us." In talking to other fellow "customers," Dan learned that one had been there for over 45 minutes. Both were irritated at having to wait, and eventually one left. Dan left after 30 minutes and passed Tom and Sue, who came in laughing. Dan thought he detected an odor of alcohol on Tom. Neither acknowledged Dan. From the office, Dan proceeded to a meeting with Marsha and Connie.

Questions: Critical Thinking Questions

1. What impressions of the travel agency did Dan have as a result of his initial phone call?

2. How did Dan's office visit affect you?

3. What should Dan tell Marsha and Connie about employee professionalism?

4. What customer needs are being overlooked in this scenario?

5. In what ways can this situation be improved?

Reference no: EM133407299

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