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Question
For buyers of consumer durable products, what ‘customer care services’ would you plan as a manager of a firm marketing new brand of motorcycle. Discuss.
Solution
As motorcycles are high-value items it is important to provide good post-sale services to the consumer. We also need to ensure that customer services are available near to the customer.
For which we need to have the following things
- Centralised customer care desk: at our head office we need to have a centralised customer care desk where customers can call in case of any difficulty and we can properly guide them about resolution
- Local office: we need to have local offices in all major cities and towns where customers can come and get their resolution. These services can also be outsourced to a third-party vendor like vehicle dealers.
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