1. Summarize the service failures associated with this experience.

H. James Harrington wanted to make a flight reservation. He called ABC Travel

agency, but little did he know hes about to experience something hell probably
never forget. His experience with the service started out decent, the agency made
their basic ---------. Few beeps from teller machine were understandable, but
everything went down hill after he was put on hold for irritatingly long time. He kept
his cool and was able to withstand everything and then a human teller finally answer
to his call. And when he expected to finally get his reservation done, the teller on call
said the reservation hes asking is not available on the line hes on, that he should call
the new telephone number designated for his international reservation. Its just funny
that this particular service failure is experienced by a notable quality consultant.
2. What might the travel agency have done to guarantee a better service experience for
Mr. Harrington? How do your suggestions relate to the TQ principles?