This website uses cookies to ensure you have the best experience. Learn more

Chantale And Clinton Call For Service

1198 words - 5 pages

The case is about The Riley’s poor experience of buying a refrigerator. They purchased a completely new refrigerator from one of the greatest mall chains in Canada, the Canadian. The refrigerator subsequently began to malfunction. After receiving poor service from the vendor’s service center they tried to think of an effective approach to handle the situation. They had to decide to both do nothing at all and treat the situation as an isolated incident, walk away vowing not to ever deal with this particular retailer/brand, or prepare a written complaint to the retailer and protest about the service and demand some form of an apology and compensation. I believe that the “Chantale and Clinton ...view middle of the document...

Customer relationship management (CRM) is a system for managing a company's interactions with current and future customers. It involves using technology to organize, automate and synchronize sales, marketing, customer service, and technical support.
The case somehow referred to each of the above terms and concepts. In order to find a proper solution to a problem, one must first have a clear picture of the problem itself. The Candian, being a mega commercial center must have carefully studied and scrutinized norms and standards in place to avoid such frustration as was encountered by the Riley’s. The first stage of the issue is poor Quality Control Management. Such large corporations shall at all times ensure that all their products and services pass through carefully examined Quality Control examination filters. Now that the problem is raised, The Canadian should have had an effective CRM system and after sales policy to tackle the issue with the minimum level of disappointment. The CRM system should have served as a tool to prioritize the jobs given to the technicians. Considering today’s cut-throat competition, resolving the technical issues of a customer who has been loyal to the organization for many years should be of the top priorities.
An accurate understanding of Marketing Management and public imaging will highlight the importance of word-of mouth effect. A happy and satisfied customer will always serve as a powerful tool of marketing by spreading the positive experience and hence creating a respectable image for the organization. The Canadian suffered to achieve such goal. Due to repeated failed attempts of resolving the issue, they deeply disappointed two of their loyal customers. This can itself be a potential threat as the Riley’s may actually stat spreading their poor experience with the company.
In general, due to their past experience Chantale and Clinton’s service expectations from The Canadian are that they provide customer-oriented services and that the company values its customers and prioritizes their concerns over anything else. To be more specific, as what we have seen in this case, Chantale and Clinton thought so high of the company that they actually expected the following:

1) A quick and well-mannered response and follow up on their request or phone calls instead of constant transfer of their requests from one party to another.

2) Maintains constant communication with the customers and provide recent updates and feedback for important changes (e.g., technician could not come on the day);

3) Reliable service offering (e.g., when an appointment is set by the service center, it shall be meet at any cost!)

4) On time delivery and repair service as well as timely communication to save customer time.

5) Has department to bridge the gaps or escalation the issue in...

Other Papers Like Chantale And Clinton Call For Service

Field Service Management Essay

301 words - 2 pages customer satisfaction in terms of( meeting customer requirements, extent of customer involvement in decision making and how customers perceive their service). Find out how they achieve customer contact and choice of staff for front line and back office. How they restore customer trust and belief though service recovery and guarantees. Use of technology What technology and how they use technology to achieve customer contact support for front

Social Media Analysis For Big Blue Store

1474 words - 6 pages service experience. In order to accomplish this, Big Blue should look into expanding their social media other than facebook and create more information on their website for customers. One of the most important key areas of focusing on customers is inventory visibility. It is imperative that Bib Blue Store is staffed properly and that staff is trained and have the necessary tools, the right stock and up to date pricing information, to be able to provide excellent customer service. References www.bigbluestore.com http://www.businessinsider.com/social-medias-big-data-future-2014-2 Interview with Clinton, NC General Manager Tom Clifton.

Abuse Vs Substance Abuse Disorder

525 words - 3 pages alcohol or drugs and not become addicted, however SUD’s are generally seen in addiction of drugs or alcohol. (Doweiko, 2015) While this essay mainly hits on drugs and alcohol, there are so many more types of abuse/addiction such as pornography, over eating, gambling, etc. These also can lead to major problems in a abusers life. (Clinton & Scalise, 2013) News Coverage In the news this past week has been numerous articles on drug busts, alcohol

Psych Review

1657 words - 7 pages hard to think anything of that situation, but for a women to call out a man on his bad craftsmanship is an insult and out of line, coming from a women. I feel that because her husband was on the court bench, it was easier for people to let it go. But based on the trial itself, nobody really let it go because she was excluded from all community interaction. I understand that, this is how situations were handled so long ago, but it nearly seems as

Math

661 words - 3 pages in this system. PPS wanted to have control over hospital charges. Each service offered is not given priority for billing; rather the group of diagnosis is taken care of. H.H.S. policy states that PPC helps receivers of Medicare services to get quality services from the hospitals. | 1996-1997 | The Health Insurance Portability and Accountability Act (HIPAA) came into existence on August 21, 1996. It offers a unique characteristic that

Case Study Arc Solutions Provides A Centrally Controlled Operator Center Solution To Heffernan Group

978 words - 4 pages Arc Supervisor, IT staff and customer service managers can change call routing and preferences, as well as monitor the performance of operators and call queues, to ensure that service levels are being met. Call costs were also an issue, with a high level of calls between sites. The existing system meant that these calls had to be routed via the public telephone network. Lack of visibility of staff status also meant that many of these calls were

Feel The Bern

562 words - 3 pages Michael Emanuel 1-24-16 Fr. Bartus AP Euro paper Democrat Presidential Candidate The Democrats have a very small and monotonous selection of candidates. Yes, they could have the first woman president in Hillary Clinton, but besides that fact, you have a 74-year-old white man and Martin O’Malley. Where are the energetic young progressives that form the Democrat party? Where is the Barack Obama type of candidate for the Democrats? It may

Fashion

1113 words - 5 pages government for making this vision possible. OBJECTIVE OF PAPER The purpose of this paper is show the risks concerned with the differentiation strategy and compare them to those of the cost-leadership strategy. The amount of profit made by a firm is determined by the attractiveness of the industry in which it operates and the quality of its opposition within the industry. Even

Docx

448 words - 2 pages LGBT Rights (Lesbian, Gay, Bisexual, Transgender) By: Logan Thompson LGBT Rights means Lesbian, Gay, Bisexual, and Transgender Rights. “LGBT Rights are Human Rights” said Mrs. Clinton. LGBT Rights are in the 14th amendment/Same-Sex People that are LGBT are treated very bad everyday but, some people don’t care about being same-sex couples or marriage and other people do care that same-sex marriage. Marriage of the Constitution. Being LGBT

Black Athlete

5734 words - 23 pages a social institution. These policies began during the William Jefferson Clinton administration (1992–2000) but have been promoted most fervently by the George W. Bush administration (2000-present). The latest version of the TANF reauthorization bill calls for dedicated federal funding sources for “healthy marriage promotion” activities and “fatherhood programs.” Currently, provisions being considered by the House and Senate and supported by the

Rebrtgblorponrtn

2759 words - 12 pages insurance, job training, and day care services for employees provided by other functional areas. General management processes might be the VP of Human Resource management who oversees all HRM functions and processes. Other integrative management processes include VP Customer Service and Call Centers, VP of Shipping, VP of Marketing, Warehouse Manager, VP of Information Systems, etc. [pic] More on Zappos can be found on there web site such as

Related Essays

A Service Level Agreement For Provision Of Specified It Services Between Finman Account Management, Llc, Datanal, Inc., And Minertek, Inc

1508 words - 7 pages A Service Level Agreement for Provision of Specified IT Services Between Finman Account Management, LLC, Datanal, Inc., and Minertek, Inc. 1. Period of Service The service level agreement (SLA) is for a period of three years, commencing on July 1, 2011, and concluding on June 30, 2014, with provision for renewal and extension upon agreement of all parties and contingent upon satisfactory fulfillment of specified services, as determined by

What You Do So Well As A Customer Service Representative

371 words - 2 pages ? Caring about the customer and seeking to give each customer my full attentive service. Each customer is entitled to efficient service from a knowledgeable, motivated, and well trained representative. I use the resources at hand and ask questions during team meetings and coaching sessions for future call resolution. I am obligated to serve each customer the best way possible by listening and responding to their suggestions and concerns. Make the

Job Task Analyze Essay

1090 words - 5 pages description, creating a job specifications. (Steward&Brown, 2011). A task analysis for a call center customer service representative can focus on customer satisfaction, cost reduction or differentiation. Job knowledge is reviewed. Job descriptions and duties are made so the call center customer service know what the purpose of job is. Job analysis interviews, job analysis questionnaire or job analysis observation

Bin Laden Is Dead: America Still Unsafe

2381 words - 10 pages we are to eliminate the threat they impose. A declassified study by the Canadian Security Intelligence Service (CSIS, 2005) proves that Radical Muslim groups that were once preoccupied with primarily local grievances now see themselves as part of a larger cause of global jihad inspired by bin Laden and his ideology. Al-Qaeda seems to be inspiring groups that migrate from local causes to global jihad. These groups will likely lead the charge for