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.