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The Importance of A Good Customers Service - Case Study

The document describes a customer's poor experience with Lufthansa's customer service after experiencing flight delays and lost luggage. The customer emailed Lufthansa multiple times over 6 weeks and received only automated responses, with no resolution. When the customer complained on Lufthansa's Facebook page, they received a quicker response but still no resolution. The customer then created a Facebook page for disappointed Lufthansa customers, which prompted Lufthansa to say a decision had been made on the case, though the customer still received no follow up. The document asks how Lufthansa could have better handled the situation.

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92 views4 pages

The Importance of A Good Customers Service - Case Study

The document describes a customer's poor experience with Lufthansa's customer service after experiencing flight delays and lost luggage. The customer emailed Lufthansa multiple times over 6 weeks and received only automated responses, with no resolution. When the customer complained on Lufthansa's Facebook page, they received a quicker response but still no resolution. The customer then created a Facebook page for disappointed Lufthansa customers, which prompted Lufthansa to say a decision had been made on the case, though the customer still received no follow up. The document asks how Lufthansa could have better handled the situation.

Uploaded by

xmen 2014
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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The importance of a good customers

service: case study with Lufthansa


Home > Customer Service | 58,868 views | 22 minutes read
24-11-2012

There is nothing more frustrating in life than facing a stubborn careless


customer service. If you are yourself taking care of customer service,
bear in mind the following rules, they might save or even improve your
image.

We have all experienced this. Automatic hotlines never leading to answers, customer
services ignoring us, expensive hotlines forcing you to pay to complain, emails never
receiving any answer, people sending you from a department to another constantly asking
you to repeat your story... bureaucracy and administration are as necessary as there
are harmful for your company's image.

Recently, I have experienced what might have been the worst customer service experience
I ever had.
In this article, I will study this specific case and try to highlight what would have been the
correct behavior, how this company could have saved a customer without necessarily
spending money.
Lufthansa and the inexistent customer service

Early September 2012, I fly Lufthansa with my friend. We booked tickets way earlier and we
are now ready to fly. Problem is: Lufthansa's staff is on strike. As I am French, I can hardly
blame Germans for being on strike: in my country, this is almost a national sport!
My flight is changed to another airline and confirmed. All good.
We fly with my friend, but starting then, nothing goes right: we can't sit together, our flight
gets late, we miss the next flight, our luggage is lost, we are sent for three hours from one
counter to another, then we are asked to pay our Metro tickets by ourselves to reach a train
station that might help us reaching our destination... hell on earth.
A few days later, I prepare a long, polite, detailed and well-organized email to describe my
exact situation to Lufthansa's customer service, convinced that I will get a quick and
efficient answer.
After a few minutes, I receive an auto-reply:
Dear Customer,
Thank you for your email.
We will contact you with an answer to your query as soon as possible. In the
meantime, your patience is highly appreciated.
Thank you for choosing Lufthansa and we look forward to serving you online and in
flight.
Lufthansa Customer Service & Support Center
Great! I will receive a quick answer.
A week later, I still have nothing. I send another email, copying the original message
and asking if my case is being handled. Same automatic answer.
Another week passes. I check online and find that there are several "customer service"
lines for Lufthansa. I decide to try calling. This time someone answers me! And the
answer is clear and precise: please send us an email..................
I send a third email asking if I can expect receiving an answer someday.
Dear Mr. Rio,
Thanks for your email.
As a complaint case, please kindly contact our Customer Relation Center at email
XXXXX.
Thank you.
Yours sincerely,
Lufthansa Customer Service & Support Center
Great, I am now redirected to another customer service center, still from Lufthansa. Could
they not have redirected me in the first place? Anyway. I repeat the same procedure and re-
send my email, precising this is already the third one.
Not even an auto-reply.
I leave this all story aside for a while. After a month, I send a fourth email and a fifth one,
one for each customer service line. I also go on Facebook and find that Lufthansa has a
page: I leave the same complaint there.
My two emails got absolutely ignored but my Facebook message is almost instantly replied:
Hi Julien, I'm sorry to hear you still haven't received a reply from Customer Relations. I will
send them a message, asking them to get back to you as soon as possible.
Great! Finally, something happens!
Well, not really...
45 days after the initial email, I still got no answer and I lose patience. I go back on the
Facebook page and check out other people's messages: I AM NOT ALONE!
Hundreds of people in various languages are complaining the same way as I do for similar
reasons.
Enough is enough: I decide to take another approach. I create a Facebook page:
"Lufthansa's disappointed customers".
I go back on Lufthansa's page and remind them that it has been over 45 days since my
original complaint and that I have received no feedback so far. I mention my new page and
invite all disappointed customers to join and share their stories.
A minute later, I receive the following message:
Hi Julien, I have contacted Customer Relations. A decision regarding your case has been
made today, you will be contacted shortly.
Magic, isn't it? You wait for 45 days and nothing is done, but the day you create a Facebook
page for disappointed customers things get better!
Well... not that much actually. My case might have received a decision, but I still haven't
received any feedback.
What could be the best way to handle this case? What was the problem in the situation?
What could have caused the problem? What alternative courses of actions can you
suggest? What solutions can you recommend? Be able to support your answers.
Source: https://www.julienrio.com/marketing/english/importance-good-customers-service-lufthansa.html

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