Symptoms indicating the customer service failure at the Mount Rundle Hotel
A common symptom of the failure of customer service is the lack of apology from the management. The customer is hardly granted an opportunity to explain his frustrations. The difference in the price of the same service on two different websites indicates that the hotel is not keen on customer services. Lastly, the hotel uses the credit card of the customer and overcharges him without his consent.
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The causes of the customer service failure
The management tends to focus on the cash flow at the expense of customer service. The management of Mount Rundle is, to some extent, either poor or thoroughly incompetent. The technical team of the hotel is to be blamed. It is supposed to ensure that all the websites are properly harmonized in accordance with the daily activities of the hotel. Generally, a combination of these will result in such problems’ reoccurrence. Unfortunately, these problems are not unique to Mount Rundle Hotel. They spread to all restaurants that prioritize in-flow of cash.
The behaviour of the customer and its appropriateness
Although Mr. McKenzie was justified to demand his money back, the way he went about it was not good. He did not have to go writing negative reviews about the hotel and spoiling business for them yet he had been there only once. It was probably his bad luck and not the hotel’s habit to frustrate its clients. He should have given the hotel management a chance to explain and correct the errors or find a way to make it up to him. Since they value customer feedback, it was very unlikely that they would let this customer go away with a heavy heart. Similarly, he should have just informed such organizations as Banff Lake Louise Tourism about the issue and left it for them, not him, to handle.
The actions to prevent this problem in the future
The best way to prevent such an occurrence in the future would be for the hotel to employ a competent technical team with enough experience. Also, if customers are treated in an inappropriate manner, they should report the case to the relevant authorities or associations but not publicize it. The client, in this case, does that, though later, by informing various authorities like The Better Business Bureau of Southern Alberta. There should be a thorough assessment of all top managers to rest assured that such problems will not reoccur. Besides, the hotel should establish an interactive site where customers will be channeling their views on the services they offer.