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Essay / Research Paper Abstract
This 7 page case study examines the behavior of a financial planner toward a client whose husband has just died. The paper discusses how the financial planner should have behaved and the importance of relationship building in the area of customer service. No sources are cited.
Page Count:
7 pages (~225 words per page)
File: D0_MTlupien.rtf
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Unformatted sample text from the term paper:
Gaetano did wrong. The main question to be answered here is how could Gaetano better handled the whole situation with a late clients wife? The area of financial management is
one that is mainly a customer service industry. Financial planners sell the same products and services - what differentiates them from one another is how well they service a customers
needs. In the following case study, well examine Gaetano, a financial planner, and his relationship with the Lupien family. Unawares, Gaetano learns,
to his distress, that Mr. Lupien, the man with whom he had been dealing for years, had died the day before his current phone call. This case will examine Gaetanos
actions, and how he could have provided better customer service for the Lupien family during this very trying time in the familys life. Based on Gaetanos behavior, his emphasis was
more on getting documents signed and solutions to financial problems realized, rather than understanding that the family - Mrs. Lupien in particular - was not in any shape to think
about legalities. Gaetanos first mistake was an error of ignorance. He didnt realize that his client had died until the moment he
placed the phone call. While this was an honest enough error, he handled the situation poorly. That having been said, he should have spoken with Mrs. Lupien, offered his condolences,
said he would notify the proper companies, and said goodbye. Gaetanos comments about insurance ("Its a good thing we didnt cancel his insurance last week") were inappropriate, and was not
the way to lay the groundwork for a positive working relationship with the remainder of the Lupien family. The only thing the comment did was frighten Mrs. Lupien, meaning that
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