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Essay / Research Paper Abstract
Customer Relations Interview This 3 page paper considers a fictitious interview with a customer relations/service manager for a large automotive company to assess the areas where customer relations are important. The paper then presents recommendations to enhance the customer relations further with the use of CRM. The bibliography cites 4 sources.
Page Count:
3 pages (~225 words per page)
File: TS14_TECRinter.rtf
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Unformatted sample text from the term paper:
customer relationships to help ensure loyalty and encourage future sales. For a company such as General Motors there will be an interest in keeping the customers happy and creating loyalty
due to the competitive nature of the industry in which they operate. In an interview with a customer relationship manager there is likely to be an emphasis if the
need for a high quality of customer care and in many cases when they receive contract from a customer it will be due to a problem with the car. The
car is a large purchase; as such problem or issues with the car will result in high levels of agitation in the customer as the represents a significant use of
resources. However, in most cases these customers can be pacified and the issues reminded with prompt actions and assurances that they are important and action backing up the words. These
are one of the most important aspects of customer services as if these issue are not resolved the company can develop a poor reputation and then sales will result as
both word of mouth and potential bad press. This may also be seen as a major opportunity to convert an unhappy customer into a fan or an advocate, good customer
services that resolve problem quickly and professionally can help create an enhanced loyalty which has been noted by several commentators (Timms, 2007). The second most important are is the
development of customer relationships, this has been invested in with the use of information technology in order to develop an going relationship with the customer, to satisfy their needs and
to be the first company that is through of when they want to buy a new car. This involves keeping in touch with customers and also tailoring any marketing to
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