This assignment requires you to identify a company that you think provides great customer service by describing the following: Company name: Delta · Its overall Customer Service Strategy. · Its...

Running Head: STRATEGIC MANAGEMENT    1
STRATEGIC MANAGEMENT        2
STRATEGIC MANAGEMENT OF DELTA AIRLINES
Table of Contents
Introduction    3
Customer Service Strategy    3
Organizational Structure of Delta Airlines    4
Service Package of Delta Airlines    4
The Structure of Service Encounter    5
Conclusion    5
References    7
Introduction
Every organization needs to have a strategic management as to properly plan the actions of their organization. The strategic management ensures that the goals are being set along with the primary issue of the organization which are outlined, the provided time and resources, the consolidated function, the internal environment which is set towards the goals and objectives along with the consequences or the results that is being achieved by the organization. Based on that the organization needs to be flexible as to accustom any kind of changes they encounter as to overcome the challenges. In this report the strategic management of the Delta Airlines will be discussed along with the manner in which they serve the customers and the organizational structure that is being followed.
Customer Service Strategy
Delta airlines is a US based travel company which was founded in the year 1925 and become fully operation from 1929 (Lewis & Newton, 1979). Since their operation they had to face many hurdles; however they have overcome those challenges over the time and had established themselves one of the leading airlines company. As discussed by Mc Kenna (2018) the strategy of Delta is to use the customer data as to enhance the experience enjoyed by the customers previously. The company is majorly strategized to serve the high valued customers. The company has a strategy to provide a more personal touch which provides something more than just travelling such as recognizing individually and greeting them with all the complimentary items in offer. With the help of technology they get connected with the customers and offer them a more personalised touch by listening to their demands and queries and offer or customize the service according to that. With the build in relationship the customers can able to customize their travel as per their need and according to that the company arranges their travel itinerary. These kinds of personalised attention are the reason behind...