Customer Service Dilemma?

What would you do? You are a travel company that is taking a large group to the Far East. One night the leader of the group suggests that people might want to do something different for dinner than the travel company arranged. Only a subset of the group was invited to this new place, and it was a large subset. A few others, including myself, were left on their own.

Two things to keep in mind: 1) Food is expensive in Japan 2) the travelers had already paid for the meal arranged by the travel company ahead of time

If a traveler then asked for their meal, which they bought on their own, to be reimbursed, what would you do?

Here is what the travel company, Caldwell Travel in Nashville, had to say:

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Value is in our head not our wallet

One of the most important things any business can do is define their core target market. It is not an easy task but it is the key to determining the optimum business model. Meeting client needs consistently requires a “value proposition” well defined and then built into how the company operates, as well as who …

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