Service Recovery Experience: Cue Law In Order Music
Service recovery refers to the actions taken by an organization in response to a service failure. Below, five stories are listed about service recovery experiences. These are their stories:
“Cue Law in Order Music”
1. Adam Sickmann, Anniversary Dinner – Wellivers Restaurant
My brother-in-law, Adam, when he was younger, took his high school girl friend at the time to an anniversary dinner. The restaurant, Wellivers, was well-known and considered to be a fine dining option in the area. This place is a one of a kind, family-owned style restaurant that locals flock to as well as visitors. His girlfriend and him ordered a normal meal along with salads to start off. When their sales came out, there was a massive piece of hair in his girlfriend’s …show more content…
She typically flies with them on a regular basis because of their great customer service and attentiveness to fliers. For Christmas, she received a brand-new carry on that she checked on her recent trip to Las Vegas. The carry on was a soft-shell luggage, which unfortunately did not hold up on her way home. When her luggage got off the carousel she noticed the whole handle had ripped. She immediately went to the Southwest office at the airport to see if there was something the airline could do to fix or resolve the broken piece. They began to ask her questions about her luggage and immediately said, “We’re really not responsible for replacing your checked luggage and we cannot do anything for you.” She persisted and made sure that there was really nothing they could do even if it was half or less of the luggage cost. Eventually, Southwest gave her a $100 voucher for flying that had to be used within a year. Though the airline made the circumstance better by giving her a voucher, she felt that her issue was an inconvenience and they did not care that her luggage was ruined. Southwest Airline did recover from the experience, but the airline did not completely fulfill the recovery fairness due to the lack of empathy for her damaged luggage. She will most likely return to Southwest for future travel because of their prices even though her situation was dismissed very quickly this will not deter her …show more content…
Hana is a Hertz Gold Member, which does not mean much, but she gets to essentially pick up a vehicle without checking in. She went on as she normally does when renting a car and did not encounter any trouble when she initially returned the vehicle. After a month, she received an email from Hertz saying she received 3 toll fines from the City of Chicago on the day she picked up the vehicle. She then called Hertz to explain that she was not in Chicago during the duration of her travel, which led to submitting a dispute. The total toll fines totaled over $200. In order to prove that she was not in Chicago, she had to submit her credit card statement proving that she was in North Carolina. This included four different customer service calls to prove her
“Cue Law in Order Music”
1. Adam Sickmann, Anniversary Dinner – Wellivers Restaurant
My brother-in-law, Adam, when he was younger, took his high school girl friend at the time to an anniversary dinner. The restaurant, Wellivers, was well-known and considered to be a fine dining option in the area. This place is a one of a kind, family-owned style restaurant that locals flock to as well as visitors. His girlfriend and him ordered a normal meal along with salads to start off. When their sales came out, there was a massive piece of hair in his girlfriend’s …show more content…
She typically flies with them on a regular basis because of their great customer service and attentiveness to fliers. For Christmas, she received a brand-new carry on that she checked on her recent trip to Las Vegas. The carry on was a soft-shell luggage, which unfortunately did not hold up on her way home. When her luggage got off the carousel she noticed the whole handle had ripped. She immediately went to the Southwest office at the airport to see if there was something the airline could do to fix or resolve the broken piece. They began to ask her questions about her luggage and immediately said, “We’re really not responsible for replacing your checked luggage and we cannot do anything for you.” She persisted and made sure that there was really nothing they could do even if it was half or less of the luggage cost. Eventually, Southwest gave her a $100 voucher for flying that had to be used within a year. Though the airline made the circumstance better by giving her a voucher, she felt that her issue was an inconvenience and they did not care that her luggage was ruined. Southwest Airline did recover from the experience, but the airline did not completely fulfill the recovery fairness due to the lack of empathy for her damaged luggage. She will most likely return to Southwest for future travel because of their prices even though her situation was dismissed very quickly this will not deter her …show more content…
Hana is a Hertz Gold Member, which does not mean much, but she gets to essentially pick up a vehicle without checking in. She went on as she normally does when renting a car and did not encounter any trouble when she initially returned the vehicle. After a month, she received an email from Hertz saying she received 3 toll fines from the City of Chicago on the day she picked up the vehicle. She then called Hertz to explain that she was not in Chicago during the duration of her travel, which led to submitting a dispute. The total toll fines totaled over $200. In order to prove that she was not in Chicago, she had to submit her credit card statement proving that she was in North Carolina. This included four different customer service calls to prove her