Customers Revenge Case Study Example | Topics and Well Written Essays - 500 words

Customers Revenge - Case Study ExampleI result not define Atida as a customer-centric company. They view customers bursters as a means to extort from the company by unreasonable customers. This is very evident with how they handled the complaints of Tom and Jessica. It is very disturbing that after a strong letter from loyal customer (Tom Zacharelli) was sent to the company threatening with negative publicity and a lawsuit, Lisa instead replied that Its not a reasoned problem . . . They say this customer can certainly hire a lawyer, but once customers understand how much pursuing the legal option will cost, they almost always see things differently. They take their loss, and they move on. And statements such as our only obligation is to x the car and nothing more and sticking to a policy for handling this stuff, one weve been following for decades. Deducing from these statements, Atida thinks that they are just a manufacturing company where they just build cars and abandon their customers when they ask for customer run support. When customers complaint and call them, they look at it as a bother and not an opportunity to engage with their customers. This was very evident with Lisas mindset that their job is to hasten rid their phone lines with customers not realizing that getting rid their call centers of customers calling them do not mean that they have solve the customers problems.Second, I will revise the company employees mindset about customers. To achieve this, I will implement a company-wide reorientation and training about customer service for the companys culture to change to a more service oriented one. I will introduce a service culture where individually employee in the company will strive to satisfy the customers instead of getting rid of them. Lisa will be trained first and other managers will follow.I will recall the call center in India and put it back in the US. Customer service for an automobile