Customer Service Processes at Orbitz Essay - 955 Words

Customer Service Processes at Orbitz A Review of the Literature Lin Ze Total Quality BA4010 Professor Edward Ruppel October 3, 2012 Customer Service Processes at Orbitz A Review of the Literature Orbitz, which is headquartered in Chicago, Illinois, officially began doing business online in June 2001, and had originally been created in 1999 by five major airline companies-American, Continental, Delta, Northwest and Untied. What’s more, Orbitz is one of many Internet travel company websites that offer services to people who are researching and planning trips and vacations. Some of these services include booking flights, cruises and hotel rooms, and also reserving rental cars. Other services are provided as well,†¦show more content†¦In other words, good customer service is a source of competitive advantage. What aspects of Orbitz’s service processes led to Mr. Paton’s favorable service experience? After reading the case of â€Å"Customer Service Processes at Orbitz,† I catch eight aspects of Orbitz’s service processes which led to Mr. Paton’s favorable service experience as listed. The site’s low fares and easy-to-navigate interface. This is a good way to attract new customers. At the top of the page in large, easy-to-read type was a tab said â€Å"Customer Service.†When Paton clicked on the tab, he was surprised to find there were three options: an FAQ database, an e-mail link, and a toll-free number to call for help. There are three ways to contact Orbitz’s â€Å"Customer Service,† and bring convenience to customers. These facts show that Orbitz cares every customer who needs help. The customer service department is open seven days a week, twenty-four hours a day. Obviously, Orbitz does very well keeping in touch with customers if they need services, and does not any risks to lose customers. After entering his phone number, Paton was led through a surprisingly quick and easy voice mail navigation system that divided calls by type of inquiry. Since confused customers have no patience to wait on a long phone line, this kind of voice mail system is very helpful. A pleasant woman asked how she could help Paton,Show MoreRelatedâ€Å"Wyndham† Case Study Essay939 Words   |  4 Pagesfrom a customer service standpoint. Being still a relatively new program, the company was limiting its focus on analysis and thus conducted limited historical study and no collection of a typical demographic data like age, income etc. But while its impact on revenues was still small, it was a success in defining Wyndham’s brand. In order to keep and even extend this current competitive advantage over time, the company needs to leverage its growing membership base and better utilize customer serviceRead MoreIntro Marketing Essay1005 Words   |  5 Pages592-Case #1 5. A. 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