You work for a cell phone company that is experiencing an outage in a specific area of town. A customer calls in to complain. She has a sick mother and needs her phone to work so that she can contact emergency services. When you ask her what solution she is looking for, she replies that she needs her phone to work right now and she wants your company to pay for her service for the next year.  How would you express empathy with this customer?  While the scenario appears unsolvable, what alternatives could you offer to help this difficult to please customer?  What would you do if the customer demands to speak to the CEO of your company?

You work for a cell phone company that is experiencing an outage in a specific area of town. A customer calls in to complain. She has a sick mother and needs her phone to work so that she can contact emergency services. When you ask her what solution she is looking for, she replies that she needs her phone to work right now and she wants your company to pay for her service for the next year.  How would you express empathy with this customer?  While the scenario appears unsolvable, what alternatives could you offer to help this difficult to please customer?  What would you do if the customer demands to speak to the CEO of your company?

MARKETING 2018

19th Edition

ISBN:9780357033753

Author:Pride

Publisher:Pride

Chapter13: Services Marketing

Section13.2: American Express Delivers Service With Calls, Tweets, And Apps

Problem 3C

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