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Customer Relationships Lessons for Organizations

Discuss the lessons that organizations can learn about customer relationships and customer contact employees from the following experiences:

In shopping for a cell phone, a customer met a salesperson who introduced herself, asked her name, went through the features that related to her needs, and didn't try to sell her the most expensive phone.

A woman encountered a sales person in a home improvement store who commented "Oh, shopping for your husband?"

A couple stranded in a restaurant booth with no waiter or silverware made eye contact with a waitress who quickly replied "Your waiter is late. I can't take your order because this isn't my station."

While shopping for a TV antenna, a customer asked the difference between various models. The sales person replied "Some cost more because they look better."

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Discuss the lessons that organizations can learn about customer relationships and customer contact employees from the following experiences:

In shopping for a cell phone, a customer met a salesperson who introduced herself, asked her name, went through the features that related to her needs, and didn't try to sell her the most expensive phone.
The company can learn a lot here. First, the customer is probably happy that the salesperson did not automatically offer the most expensive phone. He or she probably thinks that the company and employee treated her ...

Solution Summary

Customer relationships lessons for organizations are examined.

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