SIMPLY LOVE

It is possible to earn God;s love or mercy.
he simply love usand his mercy is a product of hislove.............................
No matter how far we get from God, we can always start over with him.
But it begins with referring going back towards him,which requires motion on our part.
God has not moved; he is standing in the same place.He'salways been.
He loves you!
it is the fact!
                                  HE LOVESYOU BEYOND NOW!
SHOW LOVE TO SOMEONE EVERYDAY,EVERYHOUR,EVERYMINUTE,EVERYSECOND AND EVERYMOMENT..................................................................
                           LOVE LIKE NEVER BEFORE

Principles Of Marketing

Introduction
Customer service
Customer service can also be termed as client service, involves providing services to the customers before buying, during buying and after making the purchase. As Kress (1988) explains customer service is a sequence of activities that are designed to improve the standard of satisfaction. The importance of customer service varies in accordance to product, the industry and the customer for example; a customer may need advice before making a purchase in such a case the advice is more important to the customer than the real purchase. Companies provide the customer service in person by use of service and sales representatives or by using automated machines termed as “self service.” (Gronroos, 2000) In this research paper we shall examine the customer services of Cathy pacific airways.
Company profile
The airway company was formed way back in 1946 by an American pilot and business man Roy Farrell and an Australian pilot named Sydney de Kantzow. The two entrepreneurs started by operating in Shanghai, then they moved to Hong Kong and registered the company. The company carried out it services for a long time until it merged with BOAC in1960 and continued carrying out it service in Asia though many companies wanted to make an alliance with the company it has managed to run by itself. (US Today, 2007)
Customers service standards. A customer being the most important person, customer satisfaction is very important; this paper will try to find out the level of satisfaction of the customer in relation to how lost luggage claims are dealt with in Cathy pacific airways and give recommendations of how this customer service can be improved.
Defining Service Standards Service
Customer standards are generally defined in terms of:

Timeliness  AccuracyAppropriateness

Timeliness
Delivery within three days’ or calls answered in 30 seconds’ is expressions which give the essence of a service standard which involves a timeline. Such statements require to be defined specifically prior to being considered as correct service standards.
Customers always expect accurate information from an organization and accurate deliveries; they expect 100% of accuracy of services from a company. (Gronroos, 2000)
Appropriateness
Appropriateness regards ensuring that the customers' expectations have been responded to, mainly in an enquiry situation. For example, a customer writes to a company with a four-part enquiry. The customer receives a reply that is instant, absolutely correct in what it says - except fails to tackle two of the four topics in the initial enquiry. Such a reply would fail the suitability standard - basing on a 100% expectation. (Gronroos, 2000)
Customer satisfaction in relation to luggage
Customer luggage is very important to a customer as in most cases valuable and other important things some of them personal are normally contained in these luggage, thus in case the luggage is misplaced, lost or damaged it becomes very disappointing to such a customer. Chances are that the next time such a customer is traveling he/she will not use the airline again. Accordingly, it becomes important that airline customer care personnel should try and assisted the customer to be able to recover his/her luggage so in order to retain tat specific customer. (Huff, 2007)
Yet, customers have pointed out that they complaints are not well responded to when they make a complaint to the authorities of the airline. The regulations that Cathy pacific airways has enacted with deals with customer luggage are seen not to favor customer but instead they are favoring the company. Some of the regulations that seem to be customer unfavorable are;

Luggage has to be managed by the airline passenger at the luggage check-in at the airport before the departure times of the flights; the airline will not be reliable for any luggage at the airport.Cathy pacific airways will not be answerable to any damage, delay or loss in delivering some items that belongs to the customer.Air passenger can only be compensated to certain amount of money in a case where the airline losses the passenger luggage. The limit being set by Cathy pacific airways

In effect with the above mentioned factors Cathy pacific airways customers have a strong feeling that customer care services being given to the in relation to handling of luggage is not that customer oriented. (Huff, 2007)

Poor communication
In some other research done by some industry experts, it was found out that 48% the total complaints that were directed to the airlines were connected to luggage loss, misplacement or damage. This figure reflects how pronounced the issue is in the company. Sad enough after the complaints being made, the response that was undertaken by the customer care was found not be satisfactory, as 72% of the customers who had complaint were less satisfied with the outcome of the response taken by the company customer care service in relation to handling their misplaced luggage, more so the feedback was either delayed or not all questions were answered.
Recommendations
In order to improve customer care service being offered currently, airlines should provide effective and efficient contact service centre which should be answering calls that are related to lost or mishandled luggage. Cathy pacific airways should provide information on the status of the luggage, accurate and full information on particular policies and processes in relation to making claims of the luggage and other aspects of information or services which are provided by traditional lost luggage call centers. (Huff, 2007)

Another aspect is improving customer care service delivery will be use of technology, especially the Interactive Voice Recognition (IVR) technology system to reduce voice interactions. In addition, workflow platforms can be implemented to be used in claim routing to enhance the customers’ luggage claim processes. (Huff, 2007
Conclusion
Customers remain a vital stakeholder of an industry, their satisfaction is important in ensuring those customers are retained. The issue of customer care Cathy pacific airways needs focus on ways in which it can quickly and effectively respond to customer service in relation to handling lost or misplaced luggage communication. It is thus important that Cathy pacific airways improve their customer care service through use of technology with can be used to minimize cases of luggage mishandling and also needs to improve the communication aspect.


















Reference:
Gronroos, C. (2000): Service Management and Marketing; A Customer Relationship Management Approach, Second Edition, Wiley, New York

Huff, A (2007): Spotlight on Customer Service; Will RFID Improve Customer Expectation and Service? Retrieved from: www.airportbusiness.com   Accessed on 28/11/07

Morrison S. and Winston C. (1997): The fare skies: air transportation and customer relations, Brookings Fall, 1997;

US Today (2007): airline customer satisfaction; retrieved from; www.usatoday.com/travel/flights/2007;   accessed on 25/2/2008