Questions for Discussion 1. How could the situation have been mitigated or resolved by customer relations? 2. What chara

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Questions For Discussion 1 How Could The Situation Have Been Mitigated Or Resolved By Customer Relations 2 What Chara 1 (64.19 KiB) Viewed 21 times

Questions for Discussion 1. How could the situation have been mitigated or resolved by customer relations? 2. What characteristics exhibited by Dave Carroll would suggest that he would not let his complaint go away 3. Suggest a communication plan for United Airlines after the first video was posted to YouTube. What would be some key messages for United Airlines spokespeople? 4. Evaluate the decision to not use United Airlines CEO Glenn Tilton in media interviews or in other communication on this subject. What are the risks of using a CEO as spokesperson: 5. Evaluate Sons of Maxwell's July and August 2009 Facebook postings. How effective were they in raising awareness and developing relationships with their readers? 6. What other ways did Dave Carroll gain support for his issue with United Airlines 7. Humor was part of Dave Carroll's videos. Would a sense of humor from United in its communication with Carroll, have been appropriate? Explain. 8. How can public relations work with customer service departments to ensure appropriate responses to customers? 9. Describe a time you have been treated unfairly or received poor service from a business or organization. How could the situation have been resolved and what kind of communication from the organization would have been appropriate? Dig Deeper View Dave Carroll's first music video, entitled United Breaks Guitars: Song One, available on the textbook's companion website. Why do you think this video went viral? View the video statement released by Carroll entitled "United Breaks Guitars-A Statement from Dave Carroll" available on the textbook's companion website. What was its purpose?