Author Question: Discuss the customer profiles developed to assist customer contact personnel in dealing with ... (Read 141 times)

pane00 · **on:** Jun 28, 2018

Discuss the customer profiles developed to assist customer contact personnel in dealing with customers from hell.

Question 2

Which of the following describes disintermediation?
A) How one channel intermediary is able to control the entire marketing chain
B) What happens when the risk of legal action is threatened in the supply chain
C) When customers deal directly with manufacturers and bypass traditional channel intermediaries
D) When customers decide to switch brands because their main choice is no longer available
E) Eliminating the functions of marketing intermediaries in the supply chain

kalskdjl1212 · **Reply #1 on:** Jun 28, 2018

Answer to Question 1

By categorizing unreasonable customers into one of the five profiles, contact personnel are more easily able to depersonalize the conflict and handle customer complaints more objectively.
1.

Egocentric Edgar: Appeal to his ego, do not let his ego destroy yours, demonstrate your ability to solve his problem, do not talk policy
2.

Bad-Mouth Betty: Try to move her offstage, ignore her language, force the issue (hang-up/walk away), use selective agreement with some statements
3.

Hysterical Harold: Let him vent, move him offstage, take responsibility for solving the problem
4.

Dictatorial Dick: Break up his game fulfill his request, stick with your game by being consistent with customers, tell him what you can do for him
5.

Freeloading Freda: In many cases, just give her what she wants and send her along her way; do not let the 1 of customers who take advantage dictate policy decisions for the other 99 who do not; track Freda's actions and suggest possible legal action to persuade her to take her business elsewhere; share and compare information regarding Fredas with competing firms

Answer to Question 2

C