Service Marketing

Topics: Customer service, Marketing, Flight attendant Pages: 3 (695 words) Published: August 8, 2013
Week 3 Assignment 3:

Service Marketing

Eddie Calrlson

Strategic Marketing MBA 6011

Dr. John Temmings

August 30th, 2012

The three elements that I would like to cover today would be the interactions that our customers of Airways interact with our service. Specifically the interactions a customer has when learning about our service offerings- from the initial purchase to the contacts that they have while flying with us, and lastly the after purchase experience.

We pride ourselves in the service offerings and the ease of the initial purchase of the customers selected product. Airways makes it easy for our customers to learn about our transportation service offerings. To serve the modern online culture of today, we have a state of the art website that allows our customers to look at the flight options, the service level options (coach, business class, first class) and the prices. From here, the customer can purchase the ticket directly through the website. We also use a chat feature that allows the customers to interact with our 24-hour service representatives if they choose to do so. We also have a toll free number that provides the same services as the ones online to service customers who may not have access to the Internet. We also have a ticket sales counter in each and every airport that we fly into all across the country.

Once the customer arrives for their flight, the real work begins. Customers will be initially greeted by the Airways arrival valets to help them check in any luggage handling that they need and to guide them to the check in counter. Many customers opt not to use this service and go directly to our service counter to check into there flights to obtain boarding passes and or to check in any non carry on luggage that they may want to check in.

Many of today’s customers skip this process all together because of the online check in features that make it convenient for our customers to bypass the check in counter and...

Cited: Hawaiian airlines - contact us. (n.d.). Retrieved from http://www.hawaiianairlines.com/aboutus/contact-hawaiian
Perreault, Jr., W. D., Cannon, J., & McCarthy, J. (2010). Essentials of marketing: A marketing strategy planning approach. (12th ed.). New York, New York: McGraw-Hill/Irwin. Retrieved from http://digitalbookshelf.southuniversity.edu/
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