3. Note that the reply comes from “Corporate Customer Care.” Is that the appropriate level?

Ans. Yes, at first corporate customer care is appropriate level to resolve customer complaints. Customer
care representative are well trained to deal with difficult customers. Sometimes query is not resolved as
per the expectations of customer then the representative must escalate the problem to superior level
employee or manager.

4. Should the CEO be insulated from customer contact by customer service offices?

Ans. Whenever there is a critical situation CEO must be notified to take precautionary decisions. CEO
who expects employees to prioritize customer success and take personal accountability for it needs to
do it, too. As a CEO, talking to customers absolutely transforms the perception of customers about
companies support.

5) Do you think that the fact that the people complaining were conference committee members at the
world’s leading annual service conference should make a difference in their response?

Ans. The conference members were the dignitaries and honorable members of the conference, they
surely should have been advocated a better response by the airlines, and the trouble they had to go
through due to inefficiency of airline. Management should have offered a better apology and
reimbursement of the ticket issues at first itself.

6) Should it make any difference that the complainers were members of one of United’s most elite
customer designations (1K, which requires 100,000+ flying miles plus a threshold dollar expenditure)?

Ans. It should make a difference as the complainers were elite customers because these people were
one of the premium customers of United. As these people were not any ordinary customers United
needed to make a difference