计算机论文代写
The first critical incident that led to the ultimate dissatisfaction of the two customers occurred before they had even arrived at the hotel. However they were to feel dissatisfied a lot later. When the two customers arrived at the airport the valet attendant advised them about the valet service charges. The attendant then transported the customers to the hotel in a luxury limousine. The two customers were on a budget and unaware that alternative cheaper service existed. Had they known about the alternative cheaper taxi service they would have choose that instead, and saved a considerable amount of money. They found out about this later when the the lady at the reception inadvertently revealed to them that alternative cheaper valet service existed. At first they thought that they might have been “fleeced.” But ultimately they wrote it off as bad luck and moved on. But the point is that they customers were kept in the dark. They weren’t informed that alternatives existed. They weren’t given a choice. And when they found out that a choice existed they became instantly dissatisfied. The management needs to understand that whatever small profit it was able to make by the luxury limousine service will be more than offset by dissatisfied customers. The hotel might have profited in the short run but in the long run this type of philosophy will prove detrimental.
The second incident which caused the customers discomfort was when they asked for a complimentary umbrella. The hotel had no complimentary umbrellas. In fact it wast part of the hotel policy to stock them. However the customers weren’t informed of this. Instead they were told that all the umbrellas were out on loan on account of the bad weather. The customers trusting in the good intentions of the staff believed this. However keeping in mind the likely hood of the bad weather continuing they put in a request for the booking of two umbrellas. The staff noted the request of the two customers. The staff didn’t inform the customers that they would never receive the umbrellas because they in fact didn’t have any. So every day the customers asked for the umbrella and everyday they were turned away. Never once were they told not to wait or to make alternative arrangements. Every single day the customers were lied to and mislead. Ultimately the staff conceded that the umbrellas didn’t exist. This revelation should have caused the management to try and make it up to the customers in any way possible. Instead the hotel didn’t offer an apology. They further caused dissatisfaction by advising the customers to buy the umbrellas from the hotel outlet. Therefore, no apology and an attitude that says. Help yourself, we won’t.
计算机论文代写
第一个关键的事件，导致最终的不满的客户发生之前，他们甚至到达酒店。然而他们感到不满，很多后来的。当客户到达机场代客服务员劝他们的代客服务费。随之而来的运送到客户酒店豪华轿车。2客户的预算和不知道选择更便宜的服务存在。如果他们知道的其他更便宜的出租车服务他们会选择，相反，并省下了一大笔钱。他们发现这个后的接待小姐无意中透露给他们选择更便宜的代客服务的存在。起初他们认为他们可能是“敲诈”。但最终他们写了坏运气和转移。但是，他们的客户都被关在黑暗。他们不知情的选择存在。他们没有选择。当他们发现，他们成为了当下的选择存在不满。管理需要了解什么能使小利润的豪华轿车服务将超过抵消了不满意的顾客。酒店可能会在短期但长远来说，这种哲学将证明是有害的。
本次事件造成客户不适，当他们问一个免费的雨伞。酒店没有免费的雨伞。事实上，它是酒店的一部分政策，他们的股票。然而，客户不了解这。相反，他们被告知所有的伞被租借到坏天气。客户信任的善意的工作人员认为这。然而牢记可能罩坏天气继续把预约的请求两把伞。工作人员指出，该请求的客户。员工没有告知客户，他们将永远不会得到的雨伞，因为他们实际上没有任何。所以每一天，客户要求的保护伞和他们每天都被拒绝。从来没有一次是他们告诉不等待或作其他安排。每一天都是欺骗和误导消费者。最终，工作人员承认，伞不存在。这应该引起管理试图弥补客户在任何可能的方式。而酒店不道歉。他们进一步引起不满，通知客户买的伞从酒店出口。因此，没有道歉的态度，说。帮助自己，我们不会。
