Analysis of Customer Service Issues and Recovery Strategies Report

This report examines the impact of poor customer service on business sustainability, using examples from various companies such as Ryanair, United Airlines, British Airways, Tesco, and Argos. It explores problems related to service quality dimensions based on the SERVQUAL model, including tangibility, reliability, responsiveness, and empathy. The report highlights specific customer service issues, such as flight cancellations, forced removals from flights, delayed journeys, offensive staff behavior, and delivery problems. It then discusses service recovery strategies, including apologizing, understanding customer needs, and empowering staff. The report concludes that effective customer service is crucial for maintaining customer trust, loyalty, and ultimately, business success, emphasizing the importance of addressing service failures promptly and effectively. The report references relevant books and journals to support its analysis.