Reflective Essay: Customer Service Experiences and Analysis

This essay reflects on two contrasting customer service experiences. The first details a negative encounter with Air Canada, where travel disruptions and unhelpful staff led to significant delays and dissatisfaction. The essay highlights the airline's failure to provide adequate support, resulting in a poor customer experience and a vow to avoid their services in the future. The second experience showcases a positive interaction with an Apple store. Despite accidentally damaging a new iPad, the customer received a free replacement, fostering loyalty and a strong recommendation for the brand. The essay emphasizes the importance of customer service policies in retaining customers and building a positive brand image. The author contrasts these experiences to illustrate the impact of service quality on customer perception and loyalty, aligning the experiences with the lessons learned in a course on customer relations.

Running head: CUSTOMER RELATIONS
CUSTOMER RELATIONS
Name of the Student
Name of the University
Author note

1CUSTOMER RELATIONS
I had very poor customer service experience of Air Canada and I am determined not to
select Air Canada for traveling. This is so because Air Canada requires improvements for dealing
with the customers as their services are very disappointing for people. I caught the train from
Tokyo to Narita International Airport that usually takes 1 hour but due to some technical
problem it took 7 hours and we did not have any option of leaving the train. Therefore we missed
the flight of Air Canada to Vancouver. After staying that day in the Narita airport we were able
to catch the flight on the next day and along with this, the changes were made for connecting the
flight to Calgary. We became late as the plane was leaving at 11 am and then to be told at the
gates are closed as we have missed our flight. We requested to be placed on another flight but the
reply came back just before the next flight left the airport and this continued for the next four
flights. We were advised to wait for that day in a hotel and then again try for it the next day. I
ended up finding the Air Canada Customers Service Desk and explained our situation. They
booked us on the 10 pm flight for Calgary. Then we have to spend 11 hours at Vancouver
Airport. The entire process took more than 50 plus hours until we checked into the hotel in
Calgary.
The customer services that we have experienced while traveling for the first time by Air
Canada was quite disappointing for us. This is so because Air Canada could have provided better
services for us and unnecessarily we need to waste our ample amount of time. Thereby our entire
trip plan got delayed. Therefore if they have to listen to us for the first time only they could have
arranged sits for us in another plane. Thus we did not have waste such amount of time due to
their reluctance.
I would never return to take services from Air Canada as I was very disappointed in the
first time customer services that I have received in my first time bookings. Thus this reflective

2CUSTOMER RELATIONS
the negative serving environment has greatly affected the entire trip plan. They have shown
reluctance in providing services to the customers. Thus I would never return to the business.
This is often found out that Air Canada is unable to provide the expected customer
services. They followed the servicing policy that if they receive any genuine complaints in their
customer service desk or websites then they refund the amount spends by the traveler. They have
arranged another plane for us but they cannot reduce the sufferings that we have to go through in
the entire process. The time that we had to wait for and by staying in another hotel we need to
wait that was not at all a compensating service from Air Canada.
The negative experience made me aware of the business and will never recommend
anybody to visit the same store. Thereby the lessons that I have gained by booking a flight from
Air Canada, I am pretty aware of this type of services now and would never book a flight from
Air Canada. I will also recommend everybody for not to book any flight from Air Canada.
The experiences that I have gained are obviously considered a positive experience. I
became a loyal customer of Apple and will recommend everybody after this experience to buy
the product. I brought the new iPad before a week and was happy with the product and it was one
of the costliest products. The incident took place just a couple of days before an important
presentation and in that presentation; I will be requiring to use the iPad as the cockpit in the
presentation. The incident was that I dropped my brand new iPad just before the presentation.
The product that was serviceable but the screen shattered thus I thought that I will be required to
pay the extra amount for repairing the screen. Therefore I went to the Apple store from where I
have purchased the phone with the hope that the screen will be replaced but I have to pay for it.
Thereby reaching the Apple store I was asked various questions regarding the height from where
the device has dropped and on what surface it fell onto any another type of questions. After a few

3CUSTOMER RELATIONS
minutes without any types of fuss, I was provided with the new replacement devices without any
charges. I was also recommended to take a phone case in order to remain more careful from the
next time. Thus this was one of the greatest memorable services I had in my life.
I thought that the device that I brought from the Apple store was serviceable then also it
should not be included in their services that are anybody dropped the phone by mistake then they
are not at all responsible to change the devices as per the business policy. Therefore this can be
stated that it was not their sole responsibility to replace the product and that too at free of cost.
Thus despite it was not their fault then also the company has arranged a new replacement of the
entire devices that made me feel to have a great experience. I also became a loyal customer of
the business and influenced all my clients to purchase an iPad from that store.
I would like to return to the business anytime whenever I will be buying any devices for
me or for my family. This is because the services that I have received from my first buying
influences to buy the Apple product from there as I gain confidence that if any problem occurs
then they will be there to serve me in an expected manner. Therefore I will always visit the same
store and will recommend buying devices from that store.
Apple is considered as the renowned business in the business market and it has a
reputation for providing great customer services. The people are attracted to the company as they
are sure that they will be getting the expected customer services from the business.
Apple follows the business policy of providing quality customer services to their
customers as this is one of the effective strategies of retaining customers. The company is
comprised of the servicing policy that is if any devices within the serving periods get damaged
due to a software problem or any technical problem then they will replace the problems.

4CUSTOMER RELATIONS
This study shows both the type of positive and negative customer service experiences.
This study showed that the organization providing effective customer experiences are able to
gain loyal customers and could retain them. Like receiving the effective services from the apple
store have made me a loyal customer and I also influenced my clients to buy devices from that
store.