Customer Relations

Chapter 6 - Pg. 97 Reviewing the Facts # 1, 2
1.Look back on your sustain experience as a customer and identify situations when dinky things assimilate made a difference in your buy decision. Think, for example, of places you have stopped doing business with. What little things pushed you emerge of the regularise of the indifference into the dissatisfied range? Be as detail as possible and remember that often dissatisfaction comes from a serial of truly small, almost insignificant turnoffs.
Little things matter the most. A hello, a thank you and an Im sorry argon so easy to say, and matter so much. There is a eating house my husband and I used to frequent for brunch. It was the restaurant to be at on a Sunday afternoon. The delay time is always no less than 30 transactions on a Sunday brunch. The fodder was good, so was the service, so it was not a problem for us. As time passed, we have noticed a decline in the quality of the food and in service. We have also seen new legions who atomic number 18 not as friendly as the servers the restaurant had before. They also had a new host who seemed overwhelmed. We have come to find out that the restaurant is under new management.

2.Describe in your suffer words the three categories of customer turnoffs. Give five particular examples of each.
The three categories of customer turnoffs are the following:
A.



Value - The what. What you are quarterting for what you are paying.
Ex: the restaurant my husband and I frequented (see question #1), the food quality deteriorated when new management took over. The prices increase as well.
B.Systems The how. How the place is being operated.
Ex: The restaurant was so busy that the bathroom was a mess. The service suffered and became less in force(p) under the new management. It took a lot long to get my food ordered and served to us.
C.People - The who. Who is delivering the system
Ex: The server was unfriendly. The host appeared to be overwhelmed and stressed.
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