This case study takes the perspective of an elite Air France Club 2000 card-holder who has lost valuable luggage. The case takes up his crie du coeur: "Unfortunately, every time I call Air France, I need to start from the beginning, as every time I talk, there is a new employee on the line, and every time I am left with the distinct feeling that nobody knows anything and nobody cares." Why is an elite client treated this way? The case examines a perceived disconnect between the espoused Air France KLM vision of "best service" and the reality of day-to-day operations in the new alliance. Who is responsible, and what should be done?
This case focuses on the following issues: - Authentic leadership - Customer focused corporate culture - Leadership by example, walking the talk and building trust with employees and customers - National culture: the French context - The importance of the "consistency of competence"
- AR0607
- AR2007
- RD0107
- AIRLINE CUSTOMER SERVICE
- FRENCH CORPORATE CULTURE
- AIR FRANCE KLM MERGER
- CUSTOMER ORIENTATION
- AUTHENTIC LEADERSHIP
- CORPORATE CULTURE
