Question

Singapore Airlines: Continuing Service Improvement : If you were the boss of the ground agents in Manila and Denpasar, what feedback and guidance would you give them? What would you write as a response to Denver's complaint letter?

Answer 1

As a boss of the ground agents in Manila and Denpasar, I will give feedback and guidance on the following concerns:

1) I will request them to modify their attitude as positive and softer response to the customers.

2) I will suggest them to become technological upgraded so that less time and more information can be delivered to the end users.

3) I will suggest them to understand and implement services quality aspects like reliability, adoptability, tangibility, empathy and responsiveness etc.

4) I will guide them with value and ethical perspectives to be best possible agents.

5) I will guide them to know the sales and marketing capabilities in relations to services sale.

In response to Danvers’s complaint letter, I will write the following sentences:

Dear Customer,

I apologise you for the inconvenience caused to you. I assure you that any wrong doing, misbehaviour or troubles caused to you will be addressed with full dedication and fair investigation. We shall provide you full satisfaction at any cost. You will be informed in detail where you will be supposed to reply.

Looking for your patience and trust on our brand name.

Yours Sincerely,

J K smith

Director, Customer relations