You are the manager of a travel agency, Collingwood Travel, and your company has received a complaint
from a customer, Mr Brian Reynolds. He has complained about the treatment he received from the driver
of a coach which your company had provided and has said that he never wants to go on another coach
organised by your company again. Mr Reynolds had paid to go by coach on a journey which was due to
take three hours. The coach, however, was thirty minutes late leaving and arrived at the destination one
hour late. When Mr Reynolds expressed his annoyance with the coach driver, the driver simply said to
him that if he wasn’t happy with the service, he would stop the coach and allow Mr Reynolds to get off.
You decide that this matter needs to be raised at the next management meeting. You also want to raise
some other matters, including the need to recruit additional staff, the extension of the travel agency’s
opening hours by one hour each day, the idea of issuing each member of staff with a business card which
they can give to customers and the need to improve the marketing of the travel agency through effective
advertisements. The meeting will be at 5.00 next Wednesday in the Arnold Room.
The local economy is not doing very well at present. The unemployment rate is over 40% and even
among those who are working, they do not have a lot of spare money to spend on travel and holidays.
You are worried that if the economy does not improve in the next few years, the company may not
survive. You have been thinking of ways in which the company can respond to this difficult economic
situation

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