Identify the relation of this documentary to the travel

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Reference no: EM133424883

Case Study: Marketplace launches the 39th season (2012) with a special one-hour episode that takes on Canada's major store chains. Just how bad is their customer service? We reveal frustrating shopping experiences on hidden camera, commission a poll -- where Canadians tell us which stores are the worst -- and we name names. Then, we put professional secret shoppers to work across the country, documenting just how bad customer service can be. Even host Erica Johnson can't believe what she finds, shopping at the three stores rated worst. Complaining experts weigh in, and stores react when we reveal who wins at being worst.

Questions:

As outlined in the video, please list the customer "Pet Peeves" regarding customer service and a suggestion to resolve the issue.
Are you surprised by the deficiencies of the customer service or have these issues happened to you? Give a related example.
Identify the relation of this documentary to the travel and tourism industry. We are not a "big box" retail store, however there are many related issues that are universal to substandard customer service.
Travel can be described as an "intangible" product. In most cases is considered an experience. In your opinion, how does customer service in travel differ from the retail examples used in the video
From a Customer Service standpoint, would you agree or disagree that the big retailers such as Expedia or American Express have an edge on the traditional "Brick and Mortar" smaller Travel Agency? Explain

Reference no: EM133424883

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