How to Lose an Account

1322 Words6 Pages
1. Things had gone well with this account overall. What, though, were the critical issues in determining the customer’s satisfaction that led to the loss of the customer? Was the problem simply a lack of satisfaction with the product? Using concepts from the chapter, describe how the customer’s value equation was influenced by the experiences both before the call and during the call.

Companies in all industries and of all sizes understand that customers are perhaps their most valuable assets. Improving the overall customer experience is vital for continued success and survival, and always has been.
In the words of many industry professionals, losing a customer is the absolute worst thing that could happen to our company. This mantra
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In order to have a successful long-term relationship the most important thing is to have mutual trust. Because without trust ( partners can trust and depend on each other, resolve problems as they arise and settle differences between them when it necessary) unhappy customers will not stay loyal to the company and will go out to our competitors. According to J. Tanner “trust is a belief by one party that the other party will fulfill its obligations in a relationship” (p.362). When we earned the trust of the other party, our relationship is strong and we do not need to constantly monitor each other’s actions because both believe that other parties will act in a way that is best for both parties. But trust only is not enough, which is why it is a combination of five factors: dependability, competence, customer orientation, honesty and likability. As we can see, Tony did not possess the honesty factor. When Sharon Collins raise the problems about the copiers, Tony was also aware of the problem but hadn’t processed the request to replace the copiers yet and he was told to say that the company was reviewing the problem and the problem would be solved in one way or another. The problem occurs when Sharon called the service director to explain the problem, Tony hemmed and hawed and avoided answering the question, and as a result he was being dishonest. Honesty is both truthfulness and sincerity and honesty is related to

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