Lashundra Jones_Unit 6 Assignment_MT221

Lashundra Jones_Unit 6 Assignment_MT221 - Broken Digital...

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Broken Digital Timer Lashundra Jones Kaplan University MT221-01 Professor Bourne September 5, 2010
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Describe the problem Mrs. Smith, I am sorry to hear that you are having such problems with the digital timer. May I restate the problem to you? Please correct me if I have anything wrong. You bought the digital timer last year from one of the OTTC stores. You no longer have the receipt and did not fill out the warranty card. The alarm has failed to go off on several occasions and this time because it did not go off it ruined your dinner party.
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Easing the Tension Mrs. Smith, I understand your dilemma and I assure you I will do everything possible to help. However because you did not fill the warranty out and its been a year, receiving a full refund is not possible. That me see what I can do for you.
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Decide the goal with respect to customer- relationship building. The goal here is to come up with a solution that will satisfy the customer and retain her as a loyal customer. We want to
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Lashundra Jones_Unit 6 Assignment_MT221 - Broken Digital...

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