Tariq just bought a new cell phone. He is trying to transfer the contact information from his old phone to his new one, but he isn’t having any success. He called his cell phone carrier’s customer service department. The representative who answered the call was unable to help, so she transferred Tariq to a different department. The representative in that department talked Tariq through the process of transferring the contact information, politely answering any questions Tariq had. The transfer was successful. Two days later, the representative Tariq first spoke to called him to make sure the phone was working as he wished and asked if Tariq had any other questions or problems. Imagine you are Tariq and think about his experience. Using what you learned in this lesson, answer the following questions: Do you think Tariq had a positive customer service experience? Explain why or why not. What did the representatives do to create the experience you think Tariq had? Identify what was positive or negative about the experience. Tariq may remember this interaction next time he needs to buy a phone, or when he's talking to his friends or family. How could his experience affect the company? Explain how the actions he takes after the call can affect the cell phone carrier’s business. Why do you think customer service is important to a business's success? Be sure to number your responses from 1 to 4 to show which questions they answer.

Principles Of Marketing

17th Edition

ISBN:9780134492513

Author:Kotler, Philip, Armstrong, Gary (gary M.)

Publisher:Kotler, Philip, Armstrong, Gary (gary M.)

Chapter1: Marketing: Creating Customer Value And Engagement

Section: Chapter Questions

Problem 1.1DQ

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Tariq just bought a new cell phone. He is trying to transfer the contact information from his old phone to his new one, but he isn’t having any success. He called his cell phone carrier’s customer service department. The representative who answered the call was unable to help, so she transferred Tariq to a different department. The representative in that department talked Tariq through the process of transferring the contact information, politely answering any questions Tariq had. The transfer was successful. Two days later, the representative Tariq first spoke to called him to make sure the phone was working as he wished and asked if Tariq had any other questions or problems. Imagine you are Tariq and think about his experience. Using what you learned in this lesson, answer the following questions: Do you think Tariq had a positive customer service experience? Explain why or why not. What did the representatives do to create the experience you think Tariq had? Identify what was positive or negative about the experience. Tariq may remember this interaction next time he needs to buy a phone, or when he's talking to his friends or family. How could his experience affect the company? Explain how the actions he takes after the call can affect the cell phone carrier’s business. Why do you think customer service is important to a business's success? Be sure to number your responses from 1 to 4 to show which questions they answer.

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