SCLT 2362 Lecture Notes - Lecture 1: Customer Service
12 Aug 2015
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Customer service is sometimes defined as keeping existing customers happy and we have little evidence that there is a customer service problem. We do not know of customers who are inconvenienced by this system, nor do we know of lost sales. However, some customers are probably confused by the system. They may be afraid or they may be receiving kick-backs from the factory distributor. Chances are that if the smaller dealers were losing money than they would likely complain to handy andy. Probably study the situation further because there is little or no information so far that the existing arrangements, confusing as they may seem, are cutting into handy. The problem may be more complicated than the text indicates because the dealers and factory distributors also probably market other lines of appliances produced by other manufacturers. So the focus may be on the marketing arrangements for all types of appliances, not just handy andy compactors.
