Customer Relation Management Essay Example | Topics and Well Written Essays - 1000 words

Customer Relation Management - Essay Example The incident reported by Christina Pazzanese of Boston Globe, recounts a dissatisfying service in getting a train-delay refund attributed to slow and inefficient customer service. Considering the amount involved in a train refund, it is relevantly cheap; however, such dissatisfaction breeds anger and frustration on the part of the client. The problem is service related. According to Bowen et. al., â€Å"customers also care about fair treatment in connection with two service experiences they might have – the service delivery itself [†¦] and what the business does to recover when customers are disappointed by the service delivery.† (1999). It is thereby essential that when first service encounter with the customer fails, a recovery step should be carried out to ensure that the expected obligation by the client is fulfilled. In the case of Pazzanese’s report, the first service encounter has already failed whereby the train is behind schedule. From such a dissat isfying service, the company attempts to compensate by providing a refund. The refund procedure is another failure because of the long delay that client had to wait therefore defeating the purpose of service recovery. Adding to such discomfort is a series of complaints relayed by the client such as the missing indication of date and time of the refund in the notification slip to identify the specific period and separate one delay refund from another and the lack of rejection notice sent to the client to notify client of the reason for the rejection.

Total Rewards Program Case Study Example | Topics and Well Written Essays - 1250 words

Total Rewards Program - Case Study Example g back to several millennia in ancient China and the fabled old city of Babylon under Hammurabi (1750 B.C.E.); a key concept of insurance as a form of protection against any financial losses has stayed the same all throughout from ancient times to modern times. Another vital concept in modern insurance is the use of statistical data and probabilities to determine insurance rates, using actuarial science. In this regard, it has become almost an entirely mechanical process, using powerful computers to determine the risk premiums suitable for an insurable risk, to be able to produce a profit. The original use of insurance was to protect traders who transport their goods using the sometimes treacherous or dangerous river rapids in ancient China from a possible sinking of the boat carrying the goods. In the probability a boat had capsized, the indemnification a trader gets from the insurance will ensure he can rise again financially. In Babylon, the concept of insurance had a much different application. A sea merchant whose ship sinks in the Mediterranean Sea can expect to recoup his losses, because he had paid a premium on the loan to finance his expedition. That extra premium will enable the lender to cancel the loan in case of a ship sinking. In todays capitalist, free-market environment, insurance coverage extends to many situations, such as life, car, boat, condominium unit, motorcycle, or anything of value, even the health of a person. Insurance is a financial product that needs to be sold aggressively, as opposed to other consumer products which people simply buy on their own initiative. Unless it is mandated, as in the case of the new health insurance coverage as required by law under the health reform act, it is a product that most people would rather do without, as premium payment is an added expense. It is therefore important for an insurance firm to have a wide network of sales agents who will push its insurance policies, preferably exclusively with