Service Product Marketing - Essay Example

For once I did believe that it was just one of my competitors trying to malign the image of my prestigious airline, but then it was hardly for a matter of a few moments. The images of the cuisines served onboard were enough for me to prove that it was no mischief but a hard reality. There is a reason for the late reply to your grievance letter. This late reply is due to the fact that I wanted to get back to you only when I had some concrete actions to show on my part. I would like to inform you that this letter is being personally written by me rather than any of my office staff doing it on my behalf.

After relieving your letter I decided to take up the entire matter personally. I also decided to reply to this letter only when I had gone through the entire matter and performed certain concrete actions to rectify the mistakes. I have appointed a high powered committee comprising of me and the three other top executives who head the operations, marketing and the CEO of our Indian business unit. The committee has found some serious flaws on our part. As a part of the rectification program, the vendors who used to supply food items for our flight operations in India have been changed.

As a part of this process we have also decided to audit all the other vendors who supply food items to our airlines. We have also installed a process whereby we will handle the quality control department ourselves instead of outsourcing it to a third party. In order to ensure that any inconvenience caused to any of the passengers, does not go unreported a grievance handling cell has been established. As a part of this program of addressing consumer grievances the company has decided to give a feedback form to every passenger flying in our airline.

The boarding pass as well as the company website would now have a dedicated section for this purpose. In every boarding pass the personal e mail ID’s of the concerned authority would be provided. Every customer feedback would be taken up