Service Management - Assignment Example

Topic: SERVICE MANAGEMENT Service management is a process that aims at delivering value to the buyers by ensuring goods and service meet and exceed customer’s needs and anticipation. The article discusses what happened when customers strike back to online platforms/internet. This means that when organisation betrays its customers, there is possibility that those customers may retaliate may retaliate to harm an organisation that had betrayed them. A good example of such companies is United Airlines Flight.

Mr Dave Carroll was unhappy by the manner in which the company handled his imported guitar worth three thousand and five hundred U.S dollars. The guitar was damaged which made Dave Carrols to come up with a video song and posted it on the You Tube with an aim of harming the company. The video tarnished the reputation of the Airline Flight and attracted more than one hundred and fifty thousand online audience (Thomas and Grégoire, p.2). The article indicates that the main reason why customers post their frustration online is due to anger as they feel that the organisations had betrayed them.

Dave Carrols had pleaded severally with United Airlines Flight Airline regarding his destroyed guitar. However, the company did not act to assist him; the only way he could be heard was via the internet. Therefore, companies should listen to their customer’s problems to prevent customers from tarnishing their reputation. The article indicates that customers continue to hold a grudge against a company for a long time. Some even avoid transacting with such companies again in the future due to the fear that they might be betrayed.

The article further indicate that companies may avoid complains made by their customers over the internet by acting fairly and compensating those who had been hart. In case a customer had made an online complain, the company should respond by making a sincere apology to the customer to prevent further damages (Thomas and Grégoire,p.3-9).Works CitedThomas M. T.and Grégoire.Y.When Unhappy Customers Strike Back on the Internet.26.01.2011.Web.27.08.2014.