A customer service manager received a phone call from a customer who had purchased a blender from their company. The customer complained that the jug broke in her hands while washing it. After asking her several questions, the manager discovered that she had not followed the safety steps while using the device. The customer was disappointed and requested a replacement. According to your company policies if such cases occur, you need to sympathize with the customer and inform them that you will reply within 24 hours after their call. To solve this problem efficiently and effectively you need to send an immediate email to inform the caller about the company's decision. The manager doesn’t have to weigh the cost of making an adjustment against the cost of losing future business from one or more customers. In case the manager wants to act in accordance with the client's wish, he should open the email to respectfully educate the customer about the steps needed to avoid a similar outcome in the future and in the body of the email he has to add the good news. Finally the customer should be appreciated for her call. How many guideline/guidelines is/are valid for responding when a customer is at fault? * A.One guideline is valid B.Two guidelines are valid C.Three guidelines are valid D.All the guidelines are valid E.None of the guidelines are valid

Principles Of Marketing

17th Edition

ISBN:9780134492513

Author:Kotler, Philip, Armstrong, Gary (gary M.)

Publisher:Kotler, Philip, Armstrong, Gary (gary M.)

Chapter1: Marketing: Creating Customer Value And Engagement

Section: Chapter Questions

Problem 1.1DQ

See similar textbooks

Related questions

Question

17*.

A customer service manager received a phone call from a customer who had purchased a blender from their company. The customer complained that the jug broke in her hands while washing it. After asking her several questions, the manager discovered that she had not followed the safety steps while using the device. The customer was disappointed and requested a replacement. According to your company policies if such cases occur, you need to sympathize with the customer and inform them that you will reply within 24 hours after their call. To solve this problem efficiently and effectively you need to send an immediate email to inform the caller about the company's decision. The manager doesn’t have to weigh the cost of making an adjustment against the cost of losing future business from one or more customers. In case the manager wants to act in accordance with the client's wish, he should open the email to respectfully educate the customer about the steps needed to avoid a similar outcome in the future and in the body of the email he has to add the good news. Finally the customer should be appreciated for her call. How many guideline/guidelines is/are valid for responding when a customer is at fault? *

A.One guideline is valid

B.Two guidelines are valid

C.Three guidelines are valid

D.All the guidelines are valid

E.None of the guidelines are valid

Expert Solution

Step by step

Solved in 2 steps

SEE SOLUTION Check out a sample Q&A here

Knowledge Booster

Learn more about

Need a deep-dive on the concept behind this application? Look no further. Learn more about this topic, marketing and related others by exploring similar questions and additional content below.

Similar questions