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    Tudor House Case Study

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    Anagha K A
    The Tudor House hotel had a customer complain on Facebook about a bad cake order experience. As the Assistant Marketing Director, Sita Sen was tasked with handling the complaint. She had to decide whether to ignore the complaint to avoid more complaints, or address it by apologizing and offering vouchers or compensation. Sita should choose an option that satisfies the customer and protects the hotel's reputation by resolving issues quickly and prioritizing customer satisfaction.

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    © All Rights Reserved
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    Tudor House Case Study

    Uploaded by

    Anagha K A
    145 views6 pages
    The Tudor House hotel had a customer complain on Facebook about a bad cake order experience. As the Assistant Marketing Director, Sita Sen was tasked with handling the complaint. She had to decide whether to ignore the complaint to avoid more complaints, or address it by apologizing and offering vouchers or compensation. Sita should choose an option that satisfies the customer and protects the hotel's reputation by resolving issues quickly and prioritizing customer satisfaction.

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    The Tudor House hotel had a customer complain on Facebook about a bad cake order experience. As the Assistant Marketing Director, Sita Sen was tasked with handling the complaint. She had to decide whether to ignore the complaint to avoid more complaints, or address it by apologizing and offering vouchers or compensation. Sita should choose an option that satisfies the customer and protects the hotel's reputation by resolving issues quickly and prioritizing customer satisfaction.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    145 views6 pages

    Tudor House Case Study

    Uploaded by

    Anagha K A
    The Tudor House hotel had a customer complain on Facebook about a bad cake order experience. As the Assistant Marketing Director, Sita Sen was tasked with handling the complaint. She had to decide whether to ignore the complaint to avoid more complaints, or address it by apologizing and offering vouchers or compensation. Sita should choose an option that satisfies the customer and protects the hotel's reputation by resolving issues quickly and prioritizing customer satisfaction.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 6

    CUSTOMER RELATIONSHIP MANAGEMENT

    THE TUDOR HOUSE MAKES AMENDS


    CASE STUDY

    ANAGHA K A
    2227507

    MISSION VISION CORE VALUES


    CHRIST is a nurturing ground for an individual’s holistic development to Excellence and Service Faith in God | Moral Uprightness
    make effective contribution to the society in a dynamic environment Love of Fellow Beings
    Social Responsibility | Pursuit of Excellence
    CHRIST
    Deemed to be University

    INTRODUCTION

    ● Tudor house was located in New Delhi and operational since 1950.
    ● It had a distinguished legacy as one of the pioneering five-star hotels of independent India.
    ● Hospitality changed drastically and dramatically, primarily as a consequence of an evolving and aware modern-day
    customer.
    ● Only way to deal with competition was to innovate in terms of generating customer loyalty.

    Excellence and Service


    CHRIST
    Deemed to be University

    PROBLEM

    The case details Sita Sen's dilemma, who works as the Tudor House hotel's assistant marketing director. On a Facebook
    food group, a dissatisfied client had written about his bad experience with the hotel's cake order and how it went wrong.
    Now there was a contentious debate taking place about it, and the Tudor House's vice president of hospitality had been
    included in the discussion. The task of processing the complaint had been delegated to Sita during a meeting of the
    executive team at the Tudor House. Is it better to do nothing since posting this to the Facebook group could lead to a
    string of similar complaints? Maybe you could offer an apology instead? vouchers or cash? a similar thing?

    Excellence and Service


    CHRIST
    Deemed to be University

    CRITERIA

    • The reputation of the organization


    • Decision-Making
    • Satisfaction of the customer

    Excellence and Service


    CHRIST
    Deemed to be University

    OPTIONS AND ANALYSIS

    ● Satisfaction of the customers must be assured.


    ● Analyzing and reviewing the problem from the beginning, since the issue would have been solved if it was not ignored.
    ● Decisions must be taken as group to come up with better and practical solutions.
    ● For any specific type of issue a backup plan should be formed so that they will be prepared for any complications that may develop.
    ● A leader may be appointed in order to lead the staff and make efficient decisions along with the team.
    ● Facilitation of decision making as soon as possible, that is resolving the issue right away, because failing to do so might bring up
    major problems.

    Excellence and Service


    CHRIST
    Deemed to be University

    CONCLUSION

    This situation would lead us to believe that a customer had an issue with his delivery and was not pleased with the
    company's reaction, so he decided to write about the issue on social media. When the issues were brought up and shared
    on social media, the organization got together to assess the situation and quickly got into a blame game and decision-
    delaying mode out of concern for the company's reputation. Sita Sen, Associate Marketing Director, must therefore choose
    how to handle the predicament in a way that would satisfy both the customer and the business. Here, Sita Sen should have
    analyzed the problem as soon as possible and resolved, then the problem wouldn’t have become a major problem.
    Satisfaction of the clients must be assured. A better problem solving mechanism should be introduced. Decisions must be
    made efficiently and as soon as possible.

    Excellence and Service

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