Conclusions are always tricky, as we have to decide which details to emphasize for each main point. What details would you emphasize for these main points in these two presentations and why?
1)
- Why Lady Gaga canceled her concert
- About Twitter
- Comments on Twitter (about Lady gaga canceling her concert)
https://www.theguardian.com/music/2017/sep/15/lady-gaga-cancels-rio-concert-fibromyalgia
2)
- United Airlines customer service background
- Actual breaking of a guitar –handling of complaints
- Possible customer service solutions
https://www.theguardian.com/news/blog/2009/jul/23/youtube-united-breaks-guitars-video
2019 Internet English 
1)
Why Lady Gaga canceled her concert
I would emphasize that she had to be hospitalized because of her fibromyalgia. And she tried to take care of her body. Because it is the most important part of this article.
About Twitter
She would make documentary which deal with chronic illness and chronic pain. She wished to help raise awareness and connect people who have fibromyalgia. I think it made people sympathize with her. And lots of people can be interested in that documentary.
Comments on Twitter (about Lady gaga canceling her concert)
I would emphasize that everyone worried about her illness and missed that. However, they hoped that she got better. Because it would encourage and cheer up her.
2)
United Airlines customer service background
United’s website says: “In the air and on the ground, online and on the telephone, our customers have the right to expect – to demand – respect, courtesy, fairness and honesty from the airline they have selected for travel.” However, they had not followed that.
Actual breaking of a guitar –handling of complaints
The Taylor acoustic guitar had been damaged by baggage handlers at Chicago’s O’Hare airport. And according to him, United’s had tried to hide the problem. Because it is attractive news for people who often use airline.
Possible customer service solutions
First United had to apologize him as soon as possible. Because he is very angry, and the correspondence of United made him angrier and anger. Second United decide measured preventing its recurrence. I think it is useful for showing that United made an effort to redeem itself.
LikeLike
(１)
I emphasize that Lady Gaga had been forced to cancel and hospitalize duo to “fibromyalgia.
I emphasize she will document her experience of fibromyalgia and have wish to help raise awareness and connect people who have it.
I emphasize a lot of people said “Try your best” , “I or My mother had it” and so on. In particular they declared support to her.
(2)
I emphasize that airline said customers have the right to expect, to demand and respect, courtesy, fairness and honesty from the airline. But, its statement wasn’t be true and make big difference.
I emphasize that the airline service actually occurred problems which baggage handlers damaged consumers’ things and hided it
The airline company need to reform thinking of staff’s service attitude against customer and its things.
LikeLike
1)
・Why Lady Gaga canceled her concert
I will emphasize that she cancelled her concert because of “severe pain”.
Because the cause of her cancellation is the most necessary to persuade her fans.
・About Twitter
I would like to insist that she manage her condition.
Since many people were anxious about her current condition.
・Comments on Twitter (about Lady gaga canceling her concert)
I would like to say the most that she wishes to help raise awareness and connect people who have fibromyalgia.
Because it seems clear that she wanted not only to explain why she cancelled her concert but also to make people understand what the illness was.
2)
・United Airlines customer service background
I would like to emphasize that a singer’s Taylor acoustic guitar was damaged by baggage handlers at Chicago’s O’Hare airport, and he made a song and a video in order to shame the airline.
Because this is the most important beginning which should be revealed.
・Actual breaking of a guitar –handling of complaints
I would like to stress that the United Airlines offered to pay the cost of repairing his guitar and flight vouchers worth $1,200 (£700).
The reason is that specific information is easy to make sense.
・Possible customer service solutions
I would like to insist that the United Airlines should have given compensation immediately and followed its policy.
Because this is the biggest reason why the airline was seriously damaged its reputation.
LikeLike
1)
・Why Lady Gaga canceled her concert
I would emphasize that she needed to treat fibromyalgia, a chronic pain condition. Because she had to think of her health as most important.
・About Twitter
She referred to her experience of fibromyalgia. She wished to help expand awareness and connect people who go through the pain.
・Comments on Twitter (about Lady gaga canceling her concert)
A lot of comments were sent by fans. Many people hoped she would get better. Also, someone think it is needed that more people aware of fibromyalgia.
2)
・United Airlines customer service background
I would emphasize that they had a policy on customer service but their attitude contrary to it. In fact, United’s website said, “our customers have the right to expect – to demand – respect, courtesy, fairness and honesty from the airline they have selected for travel.” But they betrayed their passengers.
・Actual breaking of a guitar –handling of complaints
Dave Carroll’s guitar get damaged by United Airline. However, they did not pay compensation for damage to his guitar.
・Possible customer service solutions
United Airline should have made an apology for him and reviewed their fault and system to improve themselves. Trust is most important and they have to take back it by sincere attitude.
LikeLike
1)
・Why Lady Gaga canceled her concert
I will emphasize that she had to be hospitalized because of fibromyalgia . Because it is the most important reason why she had to cancel it .
About Twitter
I will emphasize that she wishes to help raise awareness and conect people who have it . Because this comment seems that she wants to get over this illness with people who is suffering from this .
Comments on Twitter (about Lady gaga canceling her concert)
I will emphasize that there are a lot of comments which cheer her up . Because we can know from these comments that she is supported by a lot of people .
2)
United Airlines customer service background
I will emphasize that his Taylor acoustic guitar had been damaged by baggage handlers at chicago`s O`Hare airport last year . Because this fact made this happened .
Actual breaking of a guitar –handling of complaints
I will emphasize that United sat up and offered to pay the cost of repairing his guitar etc . Because
Possible customer service solutions
United had to apologize and compensate right now .
LikeLike
1)
・Why Lady Gaga canceled her concert
I’d like to emphasize that she was in severe pain.
Because it was true, but many people didn’t know she had to be hospitalised.
・About Twitter
I will emphasize that even though she was taken to hospital, she cared about Rio and people who live there.
Because she loves Rio and her fans.
・Comments on Twitter (about Lady gaga canceling her concert)
I’d like to emphasize that her tweet brought about desirable effects.
Because it’s incredible how just this one tweet has created a discussion about fibromyalgia and chronic pain and is allowing many to open up.
2)
・United Airlines customer service background
I’d like to emphasize that United Airlines handled luggage roughly.
Because this is the reason why did this disturbance happen and the biggest problem.
・Actual breaking of a guitar –handling of complaints
I will emphasize that they didn’t deal with the problem until the singer posted their songs.
Because it seems that, as the situation around them was getting worse, they changed their plans against their will.
・Possible customer service solutions
I’d like to emphasize that they should have realized earlier that they were responsible for the sense of security of their passengers.
Because if they didn’t take the responsibility for this, people consider that dangerous and have bad images to them.
LikeLike
1)
Why Lady Gaga canceled her concert
I would emphasize that she had been forced to cancel the Rio concert because she had to be hospitalized due to fibromyalgia.
About Twitter
I would emphasize that she tried to spread the desease by showing her experience.
Comments on Twitter (about Lady gaga canceling her concert)
I would emphasize that many people worried about her and wished her health.
2)
United Airlines customer service background
I would emphasize that they said their customers have the right to expect respect, courtesy, fairness and honesty if they followed its own policy.
Actual breaking of a guitar –handling of complaints
I emphasize that Taylor’s guitar had been damaged and United Airline tried to hide this issue.
Possible customer service solutions
Customer service including United Airline will have to be more polite and reliable for customer.
LikeLike
１）
Why Lady Gaga canceled her concert
What should be emphasized here is that Lady Gaga stopped the concert due to severe pain.Even if it is impossible, it will be required to be on the stage, but her fans may not want to see her singing while suffering.
About Twitter
She should make a documentary summarizing her painful experiences. I think it’s useful for people with similar circumstances.
２）
United Airlines customer service background
The singer who broke the guitar included the company name in the song title.
Actual breaking of a guitar –handling of complaints
I emphasize that the airline service actually occurred problems which baggage handlers damaged consumers’ things and hided it.
Possible customer service solutions
I think United, whose stock price has been declining, should have escaped the humiliation of public relations if it followed its own customer service policy.
LikeLike
1-1) She canceled her concert in Rio because of her Fibromyalgia. She felt so hard pain because of that.
1-2) She wanted us to know about Fibromyalgia, so she cooperates to make a documentary about that.
1-3) On her twitter, many fans supported her ideas and umderstood what she really wanted to do.
2-1) United Airlines didn`t want to compensate and apologize to him about their damage, and they refused to compensate his guitar.
2-2) In 2008, his guitar was harmed by baggage handlers at Chicago’s O’Hare airport. Firstly, they refused to compensate him, but at the next, they tried to compensate him to smeat out this problem, that mainly because his anger song had become famous.
2-3) They decided to thorough the company`s policy to their workers.
LikeLike
(1)
・Why Lady Gaga canceled her concert
I’d like to emphasize that this problem was because of her body trouble. She had to be hospitalised for “severe pain.”
・About Twitter
The important thing on her Twitter about her problem was that she wrote that she was not in simply pain but in severe pain, so she was in good hands with the very best doctors.
・Comments on Twitter for Lady Gaga
I’d like to say that she wanted to tell for helping raise awareness and connect people who have fibromyalgia.
(2)
・United Airlines customer service background
I emphasize that the airline said customers have the righit to expect, to demand, respect, courtesy, fairness and honesty from the airline they have selected for travel anytime and anywhere. However, they didn’t follow this policy, so the trouble happened.
・Actual breaking of a guitar –handling of complaints
I want to say the most that the Taylor’s guitar had been damaged by baggage handlers but United Airlines tried to hide it.
・Possible customer service solutions
One thing I can say for sure is that United Airlines have to educate employees again and regain belief.
LikeLike
1)Why Lady Gaga canceled her concert
・About Twitter
I would like to emphasize that she had to be hospitalized in order to cure fibromyalgia, which is accompanied by severe pain on her body.
It is because this confession made us being worried about her. All fans were sad but they thought she should take a rest.
・Comments on Twitter (about Lady gaga canceling her concert)
I would like to emphasize that many people worried her health and gave a lot of comments on her post.
It is because it enables us to know that Lady gaga is loved by many people around the world.
2)United Airlines customer service background
・Actual breaking of a guitar –handling of complaints
A singer, Dave Carroll`s guitar was damaged by baggage handlers. I would emphasize that United Airline didn`t pay the cost of repairing the singer`s guitar until the music video appeared on YouTube. The song chronicles his year-long attempt to win compensation from United Airline.
It`s because it is surprising problem that United Airline caused.
・Possible customer service solutions
I would emphasize that United Airline should apologize to the singer, and declare that they never cause such a spiteful problem again. Furthermore, they need to educate employees more.
It`s because passengers have no choice without trusting an airline company when they travel by plane. Therefore, airline companies need to keep passengers` confidence.
LikeLike
1)
・ Why Lady Gaga canceled her concert
Lady Gaga canceled her concert because of severe pain for which she had to be hospitalized.
・About Twitter
The pain was not simple pain but severe pain. She went to the hospital, but she of course cares about Rio and remember.
・Comment on Twitter
Almost all fans send supporting words for Gaga. They didn’t make sharp words.
2)
・United Airlines customer service background
I would emphasize that they had a policy on customer service but their attitude contrary to it. Actually, United’s website said, “our customers have the right to expect – to demand – respect, courtesy, fairness and honesty from the airline they have selected for travel.”
・Actual breaking of a guitar –handling of complaints
Taylor acoustic guitar had been damaged by baggage handlers at Chicago’s O’Hare airport.
・Possible customer service solutions
It offered to pay the cost of repairing his guitar and flight vouchers worth $1,200 (£700) . But he didn’t want the solution.
Passenger cannot select the staff of the airline.
LikeLike
Madoka Sasada #16 Wed.
1)
・Why Lady Gaga canceled her concert
I’d like to emphasize the information that Lady Gaga cances Rio concert because she has the chronic pain condition fibromyalgia. Her pain is too severe to hold the concert.
・About Twitter
I ‘d like to insist that Lady Gaga wants people to understand about fibromyalgia. Maybe she needs a kot of helps to recover her health.
・Comments on Twitter (about Lady gaga canceling her concert)
I emphasize that some people not criticize but emphathy with Lady Gaga. They hope she recovery as early as possible.
2)
・United Airlines customer service background
I would like to say that It was used to handling luggages roughly.
・Actual breaking of a guitar –handling of complaints
I’d like to say that Dave Carroll couldn’t get compensation for damage to his guitar and he tried to raise his experience at Youtube.
・Possible customer service solutions
I’d like to emphasize the words which United’s wedsite says.
“In the air and on the ground, online and on the telephone,our customers have the right to expect-to demand-respect, courtesy, fairness, and honesty from the airline they have selected for travel.”
LikeLike
1)
・Why Lady Gaga canceled her concert
She has “fibromyalgia”. She was in severe pain and taken to a hospital.
・About Twitter
Lady Gaga has own twitter account, and she has about 80 million followers. She has great power to share information and her own opinion.
・Comments on Twitter (about Lady gaga canceling her concert)
She apologized for cancelling her concert. Also, she brought up about her forthcoming Netflix documentary which document her experience of fibromyalgia, and she said that “I wish to help raise awareness & connect people who have it.” She tried to help people who suffered from the same symptoms.
2)
・United Airlines customer service background
United’s website says about own policy on customer service; “In the air and on the ground, online and on the telephone, our customers have the right to expect – to demand – respect, courtesy, fairness and honesty from the airline they have selected for travel.”
・Actual breaking of a guitar –handling of complaints
The baggage handlers threw Carroll’s precious guitar. Carroll is a musician which used United airline as a general passenger. He tried every avenue he could at United but his claim was rejected for nine months.
・Possible customer service solutions
United airline also made a buzz that dragged passengers off the plane.
(https://fortune.com/2017/04/11/united-airlines-video/)
United could avoid these situation by taking the previous issue seriously and responding sincerely. It is the most important thing that all employee have a heart of hospitality for customers.
LikeLike
・Why Lady Gaga canceled her concert
i will emphasize that the trouble was that she was in severe pain. This is because i think it is the most important to tell the reason why she had to cancel it for fans.
・About Twitter
She has her fans understand fibromyalgia.
And i’d like to insist that she manage her physical condition as fans were anxious about her current condition.
・Comments on Twitter
many fans supported her thinking and umderstood what she really wanted to do. This is because Lady gaga is loved by many people around the world.
・United Airlines customer service background
According to the website of united airline “Our United Customer Commitment explains our specific service commitments so that we can continue a high level of performance and improve wherever possible.”
・Actual breaking of a guitar –handling of complaints
Taylor’s acoustic guitar had been damaged by baggage handlers but United Airlines tried to hide it.
・Possible customer service solutions
The website of united airline says “In the air and on the ground, online and on the telephone,our customers have the right to expect-to demand-respect, courtesy, fairness, and honesty from the airline they have selected for travel.”
LikeLike
1)
•Why Lady Gaga canceled her concert
She canceled her tour in Rio because her severe pain. She has important reasons for canceling it.
•About Twitter
Her documentary emphasizes the chronic illness and chronic pain is Fibromyalgia. She wishes to help raise awareness & connect people who have it.
•Comments on Twitter (about Lady gaga canceling her concert)
She emphasizes Rio is special place. So she want to held a concert. But taking care of her body is most important thing now.
2)
•United Airlines customer service background
United’s website says: “In the air and on the ground, online and on the telephone, our customers have the right to expect – to demand – respect, courtesy, fairness and honesty from the airline they have selected for travel.” But they couldn’t follow their own policy.
•Actual breaking of a guitar –handling of complaints
A little-known Canadian country and western singer did after he claimed that his Taylor acoustic guitar had been damaged by baggage handlers at Chicago’s O’Hare airport last year.
In YouTube, he suggest to pay the cost of repairing and donate the money.
•Possible customer service solutions
United Airlines should have apologized as soon as possible. It is important for everyone to recognize the fact.
LikeLike