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Service Fairness for CRM:

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Pazzanese, Christina. 2007. To get a train-delay refund, you must click the link. Boston Globe. Boston, Mass.: Oct 21.

The dollar volume involved is not great, but customers remain frustrated and angry. Analyze the reason for the customers? frustration. Refer to the background articles and any other sources (but not wikipedia ? too many inaccuracies). What might cause the problem? Most important: Why do you think so

Double space or single space with double-space between paragraphs. Use business writing: short paragraphs, active voice, and bullets

Do not use long quotes to make your point and do not include long summaries from the case or background sources. Focus on insights and analysis.

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The dollar volume involved is not great, but customers remain frustrated and angry. Analyze the reason for the customers? Frustration. Refer to the background articles and any other sources (but not Wikipedia ? too many inaccuracies). What might cause the problem? Most important: Why do you think so.

The dollar volume involved may not be great but customers remain frustrated and angry. MBTA riders are angry when their trains reach late. They have been promised a free-round trip fare if they click a link, however, their frustration increases when they are asked to fill up a form and then wait for a confirmatory e-mail. This e-mail has a link which the customer is supposed to click. In reality, the customer is frustrated because all his requests for refunds are not processed and he does not get an e-mail for a rejected claim. Moreover, the customer is angry and frustrated because he does not know which claim has been responded to favorably. There is no cover mail mentioning the travel date and train number.

There are many reasons why customers are frustrated. The customer is frustrated if the quality of the product or service is not what was expected. For instance, the seller of monuments sells monuments of granite, but the customer discovers that the material used in the manufacture was not granite. Also the customer is angry if the delivery ...

Solution Summary

Service Fairness for CRM: is discussed very comprehensively in this explanation..

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