Reading Responce 4 - Chapter 1
After seeing the video in you tube and reading chapter 1, it is very important that when writing a letter to a customer one clearly understands the purpose, the context and response that those involved in the situation might face. In this specific scenario in which customers were under an unpleasant situation it is very important to understand the context, for not doing so might cause an unwanted negative customer response. In analyzing the rhetoric situation, I will describe the context of the situation as a very unfortunate one in which Jet Blue will be kind of asking for forgiveness. Customers are very upset and need some sort of compensation. In exploring the content in which I can write, something that might help is the fact that I can relate to the frustration of being stranded in an airport. This should help me in writing the letter. In the video, this frustration of the passengers is clearly displayed and when writing in rhetoric this must be kept in mind.
Comments
response
I agree with you that content and contexts are very important in writing a response. You defiantly need to take a look at how the people are feeling before you try to talk to someone. As in this situation, passengers had flight trouble (I understand this is an understatement), so the higher management needs to think about this. I would have to imagine they have experienced a delayed or canceled flight in their profession. They need to think about what this minor inconvenience felt like and then write. Now that they have an idea of what is going through the customer’s heads, they need to realize this was their problem and they have to fix it if they want to see any of these customers again.
Reading Response - 4 Comment
I agree with your statement that one must understand the purpose, context and response. I feel that if one was to not address or not understand these three key points, then their letter and or press release would not convey the desired message. To make sure that one understands these three key points, they need to do a little research before they write. Not only will some research uncover more factual information, but it will also turn them into a reliable source of information, which was no where to be found during the Jet Blue crisis. I believe that if Jet Blue would have taken a set back to analyze their situation then they could have responded in a much more direct and customer pleasing way.
Reply
I definitely agree with what you said about the importance of understanding the context of a situation. I also agree that being able to relate to the frustration of being stuck in an airport will really help show your understanding of the situation. The travelers were all very angry and upset about having to wait so long. And on top of having to wait for such a long time, it was Valentine's Day. The last place most people would want to spend their Valentine's Day is in an airport. Many of the travelers probably had plans to spend the day with their significant others, which they were forced to cancel. Being understanding will definitely be the key.
comment
I agree with what you said about the importance of understanding the context of a situation. You need to see what kind of mood the person is in before you try to talk to them. In this situation all the passengers were very tired and angry due to the crises they faced of delayed and cancellation of flights on Valentines Day. Now the jetbule staff has an idea what’s going on in the customers head. They need to chose their words carefully and write and mainly focus on fixing the problem as soon as possible if they want to keep their customers
I am in agreement with your
I am in agreement with your response that it is very important a customer understands the context and message you are conveying. I think that approaching the letter with a description of the context of being an unfortunate is a smart move. However, I feel that if you express yourself in relation to your personal experiences, you possibly are drawing to much attention to the situation and not focusing on positive aspects and the apology. Writing about the compensation they will receive is a positive approach to regaining trust and fostering belief that the company has a promising future. You are correct that it is important to address that context clearly because it can cause a negative reaction from the audience. You can't sugarcoat serious situations; only take responsibility.
comment
I agree that it is very important that one clearly understands the purpose, the context, and response when writing a letter to a customer.
jetBlue’s customers wouldn’t even try to read the letter if it still keeps public tone and doesn’t show sincere apologetic attitude. I will describe the context of the situation as a very unfortunate one on my business letter too. Since customers experienced intolerable inconvenience, they want clear and satisfactory compensation as well as an apology. I think the only way for jetBlue to gain the customers’ trusts back is to apologize, compensate, and promise that the events will never be repeated.
Reply Reading Response Week 4
It is very important to make sure the customer clearly understands the purpose, the context and responses that those involved in the situation might face. Unwanted negative customer response is what happened with Jetblue. Jetblue was doing everything possible to keep operations up and running. Jetblue also with the Customer Bil of Rights promised the disgruntal customers compensation.