FOUR CUSTOMERS IN SEARCH OF SOLUTIONS:

SUBMITTED BYASHTOSH AIMA

JASWINDER SINGHNAVNEET SURI

Four Customers of a Telecom Company named Bell Canada in Toronto Ontario.Each of them faced a telephone Related Problem and decided to call the Customer Care of the Company.

Winston Chen Grumbles about the amount of his telephone Bill.On reviewing The bill,he is convinced that he has been overcharged,so he calls customer service Department to Complain and request adjustment.

Maril Portillo has missed Several important calls

because the caller received a busy signal.She

phones to telephone Company to know Possible Solutions to this Problem.

Eleanor vanderbilt has been distressed to receive a series of obscene telephone calls.She is being harassed with the continous Phone calls.Her phone bill is in the Bottom 10 percent of all households.

Richard Robbins Phone has been making strange humming and cracking noises,making it difficult to hear what the other Person is Saying.Mr Robbins

calls bell and reports the Problem.His guess is that it is

being caused by the answering machine which is getting old

and sometimes loses messages.

Going By the information in the case it is possible to segment the Telecommunication market as:

Demographic SegmentationGeographic SegmentationBehaviourial Segmentation

As a Customer Service representative How to

address each of the Problems and Complaints

to be Reported?

Probably in Winston Chens case the best way is to have a look

at the bill again and make some adjustments if so and

reimburse the amount to the Customer.Try to be empathatic

to him

Maril Portillo case seems to be a case of network

Problem.The best Possible solution for her is to refer

her Complaint to the Service Delivery Department and

tell them about this Problem so that they could do something as soon as

possible.

Mrs Vanderbilts case is a case of distressed calling as

she is being receiving a series of Obscene telephone calls.The best way to provide her a solution is by Tracing the Persons number who is

being calling her and reffering it to the appropriate

authorities.

Mr Richard Robbins problem is that his phone line has been

making strange humming and Cracking noises which he thinks

is that because of the old answering machine and which loses messages also.The best Possible solution for him is to replace the old machine with a

new machine so that he doesent face any problem in the near

future.

Marketing Oppurtunities for Bell in the Complaints:

Winston chen could be asked to start an on Request Detailed Bill

Generation for which he could be charged.

Maril Portillo could be asked to start a Call

Waiting or Missed call Alert for which she could be charged.She Could be

asked to subscribe for Value added Services for

added features.

Eleanor Vanderbilt could be asked to start a

DND(Do not Disturb Service) or a Call Barring for a particular Number.

THANK YOU!!!!!!!!!!!!!