Provide four examples of companies that used solutions to service failures
What will be an ideal response?
Student answers will vary.
1. Redesign processes and redefine customer roles to simplify service encounters. Staples transformed its business with its "Easy" program to take the hassle out of ordering office supplies.
2. Incorporate the right technology to aid employees and customers. Comcast, the largest US cable operator, introduced software to identify network glitches before they affected service and to better inform call-center operators about customer problems. Repeat service calls dropped 30 percent as a result.
3. Create high-performance customers by enhancing their role clarity, motivation, and ability. USAA reminds enlisted policyholders to suspend their car insurance when they are stationed overseas.
4. Encourage "customer citizenship" so customers help each other. At golf courses, players cannot only follow the rules by playing and behaving appropriately, they can encourage others to do so.
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Financial and managerial accounting are similar in that both:
a. are useful for making decisions. b. are required by regulatory bodies such as the SEC. c. emphasize the organization as a whole. d. involve summarizing financial information. e. All of the answers are similarities.
The accounting concept or principle that is perhaps the greatest single culprit in distorting the results of financial statement analysis is the:
A. Historic cost principle. B. Time value of money concept. C. Conservatism concept. D. Matching principle.
Benefits derived from horizontal and hierarchical relationships are mutually exclusive.
Answer the following statement true (T) or false (F)
List three matters which the auditor is responsible for reporting on to the audit committee of a public company.
What will be an ideal response?