Elgin Technology Products Case Study Solution

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Project Description
Richard Lee, President of Elgin Technology Products is considering to stablish a new customer services system. Mr. Lee wants to implement a way to rewards his customers based on their relationship to the company. Basically the problem is about setting the right expectations for the clients in regards of timing and also treat them fairly. Resolving customer’s problems in a short period of time definitely helps to customer satisfaction however Mr. Lee must be 100% commit to be able to do it. Even if its four hours or next day resolutions for customer issues, all alternatives should be consider. For example failure to commit to clients can have negative consequences. Another problem this case is facing is treat clients fairly.
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Customer likes the idea to get additional discount, so now they will prefer to buy more from the same company to get a better discount instead of buy products from different vendors. Another advantages is that clients who bring more revenue to the company will resolve their problems in a short period of time and they will be satisfy. High value clients are going to feel important and this will help Elgin Technology Products to acquire more clients. Mr. Lee brought this idea after spoke with Leaders at another companies, this will put Elgin Technology Products at the same level of service comparing with its …show more content…
I think is great to be able to reward of my client based on what they bring to the company. Getting discounts and a faster service resolve problems will help in the company customer satisfaction. A lot of business are using this system, for example hotels, airlines, cruises have VIP services for clients that pay more and deserve special service. Elgin Technology Products will be very similar customer who buys more will have additional discounts and quickly way to resolve their problems. As I mentioned above, some disadvantages may occur, however I still think that Elgin Company should use the tiered service approach. They just have to make sure implement a consistently system for example have a different costumers services line for preferred clients and make sure customers know that in order to have those additional benefits, they will have to meet some requirements. As well as empower employees at different level to be able to efficiently take decision and comply with customers’

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