Assignment: Customer Service
Happy Customers - Watch the youtube video, "United Breaks Guitars" and answer the following questions:
Question one
• Watch the Unhappy Customer video case study. What is the most important element of this case study in terms of customer relationship management and the lifetime value of a customer?
Question two
• Research the customer service policy of United Airlines at the time of this incident. Was the customer's reaction justified? Provide a rationale for your answer.
Question three
• Finally, if you were the CEO of United Airlines, what would your response have been. Provide a rationale for your answer.
The response should include a reference list. Double-space, using Times New Roman 12 pnt font, one-inch margins, and APA style of writing and citations.