CASE STUDY

Instructions: Consider a customer problem.

Follow the problem solving guidelines below to find new ways to address the issue. In the space following each of the guidelines, describe how you would correct the difficulty.

1. Define the problem. Separate it from its emotional content.

2. State the problem as clearly as possible. If there is more than one issue, define each

issue separately.

3. Describe what you can do and what your limitations are. Use positive language and

informative explanations to describe

_ What you will do to satisfy the customer

_ When you will do it

_ How you will do it

_ Why you will do it

_ Who will be involved

_ Where it needs to be done

_ What your limitations are.

4. Agree on a solution. Provide alternatives, if appropriate.

Customers complaint

On 26^th Miss Lucy from the customer service team heard me out when I complained about my ongoing experience with the horrible property that Agoda has partnered with. She said that she would mail them and get me a refund.

Didnt hear back and hence I called again on 29^th March to hear from Jaya another customer service executive that no mail was sent to the property regarding my complaint or refund.

I made an international call and was put on hold multiple times for every query I had and yet no solution was given by the end of this.

Disappointed with your team Agoda. I was extremely happy the first time I booked with you and now I have no words to describe this.

There is no help whatsoever from Agoda for the horrible stay that I had. You have listed property without verification and full of misleading information for facilities.

Users recommendation: Nope. Wont recommend it.

Location: Bangalore, Karnataka