Susan Munro Case Evaluation
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Assignment # 01:”Susan Munro ,service consumer” | Case study | | A brief report on solving a case study full of services and identifying the need of solving it. Selecting the right service and analyzing the importance of doing so. | | Submitted by :Farah Zaidi | 9/29/2010 | |
CUSTOMER SERVICE
“The essence of good customer service is forming a relationship with customer- a relationship that individual customer feels that he would like to pursue.”
TABLE OF CONTENT
S.NO | TOPICS | PAGE # | 1 | Executive summary | 3 | 2 | Introduction | 4 | 3 | Circumstantial | 4 | 4 | Problem identification | 5 | 5 | Establishing decision criteria | 5 | 6 | Alternative solution | 5 | 7 | Scrutinize alternatives | 6 | 8 | Selecting an alternative | 7 | 910 | ImplementationDecision evaluation | 7 7 | 11 | Bibliography | 8 |
EXECUTIVE SUMMARY: This case identifies the problem of a business student Susan Munro who deals with variety of services daily. Considering dry cleaners issue her main problem i.e. the unfriendly attitude of worker and not finishing the order on time .This report holds several alternative solutions that can solve her problem. According to me the best possible solution for her is switching towards a new dry cleaner and experiences their quality of work. In the end if she is not satisfied she has always an option of going back to the old dry cleaning store as they are more convenient. Choosing new dry cleaner holds more weightage because of the fact that they are new in town to attain loyal customer they will invest on good customer care services, modernized technologies, and offering discount coupons. The only issues that could occur are bad customer service; quality is not good or high prices. Susan should now do some research on this new dry cleaner or experience it first hand by going straight there. She
Assignment # 01:”Susan Munro ,service consumer” | Case study | | A brief report on solving a case study full of services and identifying the need of solving it. Selecting the right service and analyzing the importance of doing so. | | Submitted by :Farah Zaidi | 9/29/2010 | |
CUSTOMER SERVICE
“The essence of good customer service is forming a relationship with customer- a relationship that individual customer feels that he would like to pursue.”
TABLE OF CONTENT
S.NO | TOPICS | PAGE # | 1 | Executive summary | 3 | 2 | Introduction | 4 | 3 | Circumstantial | 4 | 4 | Problem identification | 5 | 5 | Establishing decision criteria | 5 | 6 | Alternative solution | 5 | 7 | Scrutinize alternatives | 6 | 8 | Selecting an alternative | 7 | 910 | ImplementationDecision evaluation | 7 7 | 11 | Bibliography | 8 |
EXECUTIVE SUMMARY: This case identifies the problem of a business student Susan Munro who deals with variety of services daily. Considering dry cleaners issue her main problem i.e. the unfriendly attitude of worker and not finishing the order on time .This report holds several alternative solutions that can solve her problem. According to me the best possible solution for her is switching towards a new dry cleaner and experiences their quality of work. In the end if she is not satisfied she has always an option of going back to the old dry cleaning store as they are more convenient. Choosing new dry cleaner holds more weightage because of the fact that they are new in town to attain loyal customer they will invest on good customer care services, modernized technologies, and offering discount coupons. The only issues that could occur are bad customer service; quality is not good or high prices. Susan should now do some research on this new dry cleaner or experience it first hand by going straight there. She