Select two service firms. First one is a low-contact service firm and second one is high-contact service firm. Which of these two approaches are more suitable in extending customer satisfaction and why?
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Select two service firms. First one is a low-contact service firm and second one is high-contact service firm. Which of these two approaches are more suitable in extending customer satisfaction and why?
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- how should a customer problem be handled or solved by the company or business organization?Give an example of how you should handle a customer when your product/service caused a major problemWhen the value of a loyal customer (VLC) market segment is high, should these customers be given premium goods and services for premium prices? If the VLC is low, should they be given less service? Explain.
- What are the five variables of service quality?The Management of TWEPUS TELECOMMUNICATIONS GROUP has observed that of the thousands of customers the company has, less than a quarter of these customers account for over three-quarters of the company’s revenue. The remaining customer groups also have dissimilar and varying levels of contributions (from high, moderate to drastically low) to the company’s revenue and overall profitability. As Marketing Director of TWEPUS TELECOMMUNICATIONS GROUP, and drawing on your knowledge of customers’ unequal status in their relationship value to your organisation, discuss the full implications of this state of affairs and demonstrate how these could guide the company’s development of long-term and mutually beneficial relationships with customers. You must support your answer with relevant illustrations.When responding to a customer, how do you decide what information to include and what to leave out?