ME 4133 : Test 1 2012 Pg 2
Document Summary
8/28: test question #1 john camp. Likeability: 38% voice, 55% visual, 7% verbal arrangement not content, credibility, trust/ honesty, expertise, position/ status, charisma, 4 marketing and management philosophies. Customer value: benefits cost = cv, 2. 9/16: marketing objectives, customer value, customer satisfaction, service, different types of dissatisfied customers, 1. The angry customer will ask to see a manager; confrontational; the person who sparks change; feared; embraced: 2. The silent customer no indication of anything being wrong: what do you do when failure takes place, engage in failure and recovery , e. g. Airlines and vouchers; restaurants and comped meals/free dessert/drinks: the effort is sometimes considered enough, why must you give good customer service, customers will going to switch, why do people switch? (wharton business school study, 1. Service encounter failure: means people are not going to be nice , 3. Inconvenience: not location, e. g. parking, result of good customer service, 1.
