Case Study (The attached file contains the project)
As a person who loves traveling and wouldn't pass up a chance for a trip, there are two things I try to be mindful of when booking a trip.
1. Is the departure time going to be the exact time we leave?
OR
2. Will my flight get canceled?
The second question mainly disturbs many people I spoke to about booking a flight and me. During the process of my research, I found out that flight cancellations are expected. And sometimes, airlines cancel and reschedule flights without any explanation.
So during the cause of creating this project, I realized that one thing many airlines miss is explaining to their customers why their flights have been canceled. And what they are expected to do.
Working on the writing:
The scenario is simple: there is bad weather, so the plane won't be flying as scheduled. And from my research, customers want to know the why and what.
The Why: Letting the customer know that their canceled flight is due to the bad weather allows them to trust you. Trust you because you are looking out for them.
The What: What should the customers do? How do you plan on helping them? Do you have anything in place? This is where "please speak to customer support" comes in. It lets the customer know that they are going to be listened to. That something is being done for them.
And when the customer responds with "customer support", letting them know about a rescheduled flight and how you plan on making it up to them, it works.
The first rule in all these is to earn the customer's trust. You are earning their trust in ways that show how remorseful you are, what you plan on doing works. This doesn't only help in keeping the customer at peace, but in letting them know that they can fly with you in the future, and if anything happens, you'll be there for them.
The attached file contains the project. A link is here too.
