University of Cumberlands W13 Service & Follow up For Customer Retention Discussion

Chapter 13. Service and Follow-Up for Customer Retention

Initial Postings: Read and reflect on the assigned readings for the week. Then post what you thought was the most important concept(s), method(s), term(s), and/or any other thing that you felt was worthy of your understanding in each assigned textbook chapter.Your initial post should be based upon the assigned reading for the week, so the textbook should be a source listed in your reference section and cited within the body of the text. Other sources are not required but feel free to use them if they aid in your discussion.

Also, provide a graduate-level response to each of the following questions:

You have just learned that one of your customers, Tom’s Discount Store, has received a shipment of faulty goods from your warehouse. The total cost of the merchandise is $2,500. Your company has a returned goods policy that allows you to return only $500 worth of your product at one time unless a reciprocal order is placed. What would you do? And Why

1. Call Tom’s and say you will be out to inspect the shipment in a couple of days.
2. Ask Tom’s staff to patch up what they can and sell it at a reduced cost in an upcoming clearance sale.
3. Send the merchandise back to your warehouse and credit Tom’s account for the price of the damaged goods.
4. Go to Tom’s as soon as possible that day, check the shipment to see if there are any undamaged goods that can be put on the shelf, take a replacement order from Tom’s manager, and phone in the order immediately.
5. Call your regional sales manager and ask what to do.