1. When dealing with a customer issue, listen to understand their perspective and repeat back what they said to confirm understanding. 2. Treat customers feedback seriously and react appropriately to maintain a good reputation. Satisfied customers promote long term business. 3. Use social media positively to engage customers and gather feedback through interactive pages to share ideas and experiences.

1. Melisande Noel
MBA 2B

2. 1- LISTEN TO YOUR CUSTOMER
When ou have an issue with a customer, first listen to him and
understand what happened from the customer perspective.
When finished, repeat what the customer says to be sure you
understand well.

3. 2- CREATE A RELATION WITH YOUR CUSTOMER
A company has to take the customer's feedbacks seriously and react to them in a
good way. It helps to maintain a good reputation.
A satisfied guest represent a customer for long term. Companies need to take in
consideration all the feedback.
In this case Ryanair reacts in the bad way because it does not take in
consideration the customer problem and it creates an humor page...

4. 3- USE THE COMMUNITY
Meaning that Ryan Air has to use its visibility to gather people positively around
its policy.
Social medias are tools that are deeply people-oriented and that relies on
communicating with customers.
For Ryan Air, the stake is to transform the negative management of these tools
into a positive one. The company should use its visibility and popularity to take
advantage of it. As a result, Ryan Air can offer customers to share their ideas and
experiences on special devoted pages that will be interactive.

5. 4- CALL YOUR UNHAPPY CUSTOMERS
You can communicate with your customer by mail or by review
but the real human contact have more positive impact. You show
them you spend your time for them and for listen to them.

6. 5- RECOGNIZE YOUR FAULT
No matter the circumstance, the
customer is always right. This is a
rule to guide your business through
its growth, from customer service to
user experience to product
development. To help set this in
motion, create a customer service
policy to show your customers they
are always right

7. 6- THINK COLLECTIVELY
When a complain takes collective issues as peers are concerned (as in Suzy’s
case where millions of people have supported), it is important to keep on
handling it publicly.
Users become as much concerned as Suzy on her complain, as they are aware
about it and as they have chosen to support her: they share her opinion. So it is
essential that they can follow the story by being able to read Ryan Air’s action. In
other words, Ryan Air has to carry on the discussion on the open, to offer
everyone the possibility to discover the company’s reaction and position.

8. 7- ANSWER QUICKLY
The company have negative word of mouth. The best is to respond
immediately and not to wait the customer’s angrier and so the other
online customers spread the negative buzz.

9. 8- PROVIDE A ONGOING SUPPORT
Do everything in your power to provide excellent service to your customers
on an ongoing basis. Respond quickly and enthusiastically, and be ready to
present a special offer or discount with the hope of up-selling the customer
to buy more.
It’s important to note that 81% of companies with strong capabilities and
competencies for delivering customer experience excellence are
outperforming their competition. Take note, customer satisfaction is the
most important for company's reputation.

10. 9- TAKE ACTION AND INITIATIVE
The excess the situation has taken implies that the company has to react and
realize the issues of the situation. Even if Ryan Air is not legally wrong, as the
printing is part of the booking policy available to every customer,
representatives have to face the importance of the situation by reacting
exceptionally. They could have contacted Suzy privately to offer her to give her
back the 300€, explaining it as an exceptional commercial gesture for the
matter.

11. 10- LOOK TO THE FUTURE
In other words, Ryan Air have to underline and analyse the errors they have done
with Suzy’s case to ensure not to repeat them.
hey have to apply the right corrective actions proposed in order to find back
credibility on their way to communicate and to deal with customer’s issues.