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Discussion week 1 Business operations Please answer each discussion with 250 -300 words, APA style. DO NOT FORGET THE CITATION!!!! Then write a response to 2 students for each discussion week with 100 words min, and directed at them in a positive manner not in 3rd person! The other students discussion posts can also be used as an example on how your initial post should be done. So by the end of this assignment your should have done 1 discussions and 2 responses!!!
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Discussion week 1 Business operations
Please answer each discussion with 250 -300 words, APA style. DO NOT FORGET THE
CITATION!!!! Then write a response to 2 students for each discussion week with 100 words
min, and directed at them in a positive manner not in 3rd person! The other students
discussion posts can also be used as an example on how your initial post should be done.
So by the end of this assignment your should have done 1 discussions and 2 responses!!!
Discussion question
The following is from Problem 1 on page 20 at the end of Chapter 1 in our textbook: “Describe a customer
experience you have personally encountered where the good or service or both were unsatisfactory (for
example, defective product, errors, mistakes, poor service, service upsets, etc.) How might the organization
have handled it better and how could operations management have helped?” Respond to both
questions. After you have posted your initial response, please interact with two of your classmates about
what they have posted.

Student 1 William ( needs a response directly at him not in a 3rd person, what u
like about his post or agree with or disagree with, stay positive)
Describe a customer experience you have personally encountered where the good or
service or both were unsatisfactory.
In April last year, I purchased a flight ticket with hotel reservation from Expedia. Moments
after my booking was confirmed, I realized that the conference has been cancelled due to
low participation and turnouts. I called back Expedia to get a refund for my trip. But to my
amazement, I had a run around from about three customer service agents for no reason
and hence wasting my time in the process. Finally, I was informed that since I was going to
Beijing, China, I had to call another number which will reroute my call to their
representative in Beijing, China. I was unwilling to take this step and instead pressured
them to escalate my request. They agreed to now put me on hold whilst they connect my
call to their representative in Beijing, China. After more than twenty minutes wait, they
finally connected me to one of their representatives. Where I was particularly disappointed
was that, I had to explain everything to this representative from the beginning as if she was
my initial point of contact. To add salt to injury, this person couldn’t understand me very
well neither could I also understand her well partly because of our accents. So, I was
increasingly getting very frustrated trying to put my point across. When she finally
understood my point, she told me that the hotel reservation part of my payment has
already been debited to the hotel and therefore, I had to deal with the hotel myself in
regards to how I will get my money refunded. I was totally outraged and had to restrain
myself from saying or doing something regrettable.
How might the organization have handled it better?
I was expecting that Expedia could have handle this request in a more professional way by
letting the first agent handle my request from the beginning until we reach a possible
resolution. Transferring me from one customer agent to the other did not help the situation
in the first place. By the time I was transferred the third time, I was already mad and could
not come to terms with what was going on. Moreover, it appeared that they did not respect
my time. Finally, I was expecting Expedia to have a way of dealing with their respective
Hotels that they work with so that when a reservation is cancelled, they will have a
mutually agreeable way to resolving it amongst themselves. For me to call the hotel myself
and go through the process of cancelling hotel reservation is far below my expectation
since I did not book the hotel directly with them. Therefore, I will suggest that if these
booking sites will recommend their customers to bundle their purchases on their sites,
they should also be prepared to deal with all the ramifications that comes with bookings
and cancellations.
How could operations management have helped?
I wonder if Expedia has operations management within the establishment. If the company
has one, then there’s something absolutely wrong somewhere. It is without a doubt that
their customer service agents needs training and re-training to meet customer’s
expectations. I was expecting a member of the operations team to have stepped in when
the agents had no clue on what to do and hence bouncing me here and there. However, I
believe that these agents are not adequately trained to handle requests of this nature and
even how to seek help in a timely manner without aggravating their customers.
In this day and age, travelling has become synonymous with work as multi-global
corporations are expanding. To be competitive in this ever evolving industry, Expedia
needs to step up to the challenge with top class customer service and experience. Having
gone through this woeful experience with them, I can assure them that they have lost a
valuable customer and any future dealing with air travel for myself and my employees
should the need arise.
Student 2 Teresa ( needs a response directly at him not in a 3rd person, what u
like about his post or agree with or disagree with, stay positive)
About a year ago I broke my protective phone screen. I have purchased a Bodyguard protector and with that
purchase came a lifetime replacement screen. The process seemed simple, I contacted the company to request
a replacement, they would send me a new one and I would return the broken one in a pre-stamped envelope.
I was on the hook for shipping the new one to me but compared to the cost of a new screen it was cheap. I
received the new screen protector in the mail, with the instructions and return envelope for the damaged one.
All I had to do was put the broken screen in the envelope, seal it and put it in the mailbox, which I did the
same day. The instructions said the broken screen must be returned within 30 days or I would be charged. I
quickly forgot about it thinking everything was complete. However, about three weeks later I got an email
stating they haven’t received the broken screen. I emailed them back, stating that I sent the screen back three
weeks ago and they should have received it by now. They said it could take some time for processing and
asked if I have a tracking number. I thought that was weird considering they give you a pre-stamped
envelope. I said that I didn’t that I just put it in the mailbox. I asked what further steps I needed to take to
resolve this issue. I didn’t receive a response. Then another two weeks goes by and I see a charge on my credit
card for the new screen protector. I was shocked. Why didn’t they inform me they were going to charge me
and why didn’t they offer another solution? They could have had a process in place when the return package
isn’t received or suggest having a tracking number placed on the envelope (which defeats the purpose of the
pre-stamped envelope). They also should have informed me of the charge before it was placed. I’m still not
sure what happened with the one I sent back, lost mail happens, but they should have a contingency in place
for when that happens.

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