Read the article, posted online, regarding an American Airlines employee who was fired. The author of this article suggests the employee was just being "engaging."
Robles, Patricio. American Airlines Fires an Employee for...Customer Engagement.
https://econsultancy.com/blog/4936-american-airlines-fires-an-employee-f or-customer-engagement
Based on what you know about CRM, what are your views on this article.
(1) Was the employee truly engaged or was he overstepping?
(2) Based on readings of fairness, do you think the employee was fair to the customer? And was the company fair to the employee?
- Demonstrate understanding of 21st century developments on CRM
- Take a strong position (not wishy-washy)
- Avoid repeating definitions
- Evidence of use of required references and background materials (necessary for a grade of "B" or higher)
- Few quotes and absolutely no copying or close paraphrasing from any source without appropriate citation
- No definitions and no summaries from the text