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A: Businesses that employ the sales orientation strategy place all of their attention on immediate…
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Q3. What has contributed to DMRC’s success in creating a positive service experience for its customers? What role does service philosophy play?
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- Q1. DMRC has been rated among the world’s best service providers in terms of customer experience. In today’s context, how important is customer experience management to service-oriented companies like DMRC? Q2. In tangible and intangible terms, how has DMRC’s customer care philosophy benefitted its stakeholders? Q3. What has contributed to DMRC’s success in creating a positive service experience for its customers? What role does service philosophy play? Q4. DMRC’s service philosophy is focused on producing a “wow” reaction from its customers. The central dilemma in the case is whether DMRC can sustain that customer service philosophy in light of resource constraints and operational pressure. Critically examine the concept of customer delight and its relevance in light of the resource constraints and operational pressures on DMRC. Q5. How can DMRC ensure that its bottom line and customer service philosophy are pursued in fare-policy management?Assume that you have been appointed as the head of a business unit in a major corporation. Over time this business unit has steadily been losing customers, rating the service delivery of this unit as “shocking” and “poor”. Your mandate is to improve service delivery and to re-establish a service culture. Q.1 Explain what is meant by ‘service culture Q.2 Explain below sins of service/poor service that Mandate are not aware of that is possibly happening in the business unit. - Apathy - Brushing customer off -coolness toward customers -Treating customer condescendingly -Roots syndromQ1) solve the following mcqs a) At Khaleej Corporation, managers drew up a three-stage plan as they prepared for layoffs. First, they warned employees several months ahead that layoffs were inevitable. Soon thereafter, they held on-site presentations at all locations to explain to employees why the layoffs were needed and to provide as much information as they could about what employees should expect. Represents an example of?" Provide assistance to displaced workers Help survivors thrive Both A & B More Communication is significant b) "An army officer gives his directions on a certain task, his cadets are compelled to follow his instructions. This is an example of ___. " Expert Referent Reward Legitimate c) _____ is the person who serves as one of the key persons in managing change initiatives. Change agent CEO CFO CIO
- Q1) solve the following mcqs a) At Khaleej Corporation, managers drew up a three-stage plan as they prepared for layoffs. First, they warned employees several months ahead that layoffs were inevitable. Soon thereafter, they held on-site presentations at all locations to explain to employees why the layoffs were needed and to provide as much information as they could about what employees should expect. Represents an example of?" Provide assistance to displaced workers Help survivors thrive Both A & B More Communication is significant b) Rational decision-making approach ideally implies ______ decisions. Programmed Non-programmed Rational Non-rationalService marketing topics _ how does service blueprinting can aid in designing and delivering exceptional services?For Controlling Service Quality, provide a comprehensive description, what benefit it may offer to the ABC Corporation, and what needs to be done in order to successfully implement this topic into the ABC Corporation. Integrate appropriate biblical references. Explain how Controlling Service Quality magnify God’s plan for you?
- What is system implications of customer relationship management?Q.1 Explain below sins of service/poor service that Mandate are not aware of that is possibly happening in the business unit. - Apathy - Brushing customer off -coolness toward customers -Treating customer condescendingly -Roots syndrom - Following the rules - The customer turnaround Q.2 After explaining above seven sins of service/poor servic, Discuss the reasons why CRM failure exists (seven deadly sins for an unsatisfactory CRM outcome) for the top management to be aware and make sure they can turn the business around. Q.1 Explain below sins of service/poor service that Mandate are not aware of that is possibly happening in the business unit. - Apathy - Brushing customer off -coolness toward customers -Treating customer condescendingly -Roots syndrom - Following the rules - The customer turnaround Q.2 After explaining above seven sins of service/poor servic, Discuss the reasons why CRM failure exists (seven deadly sins for an unsatisfactory CRM outcome) for the top management…Option a) Final quality of a product is determined by both “Quality of Design” and Quality of Conformance, using an example of choice explain the above statement. OROption b) Apply the Service Gap model to a service of your choice and explain how to reduce the overall customer gap between expected service vs perceived service.