CRM Extreme-A Glimpse into Ordering Pizza in 2018? Operator: "Thank you for calling Pizza Delight. Operator: "You borrowed Linda speaking, how may I help you?" the book 'Popular Soybean Dishes' from the City Customer: "Good evening, can I order ..." Library last week, Sir." Operator: "Sir, before taking your order, could Customer: "OK, I give up I please have the number of your multi-purpose ... Get me three large ones smart card?" then. How much will that be?" Customer: "Hold on .... it's .... um ... CA-4555 Operator: "That should be enough for your family 9831." of eight, Sir. The total is $54.90." Operator: "Thank you! Can I please confirm Customer: "Can I pay by credit card?" you're Mr Thompson calling from 10940 Wilford Boulevard? You are calling from your home number Operator: "I'm afraid you'll have to pay us cash, Sir. 432-3876, your cell phone number is 992-4566, Your credit card is over the limit and your checking and your office number is 432-9377." account has an overdue balance of $2,435.88. That's excluding the late payment charges on your home Customer: "How in the world did you get my equity loan, Sir." address and all my numbers?" Customer: "I guess I'll have to run to the ATM and Operator: "Sir, we are connected to the Integrated withdraw some cash before your guy arrives." Customer Intimacy System." Operator: "You can't do that, Sir. Based on the Customer: "I would like to order a large seafood records, you've reached your daily machine pizza ... withdrawals limit for today." Operator: "Sir, that's not a good idea." Customer: "Never mind. Just send the pizzas, I'll have the cash ready. How long is it gonna take?" Customer: "Why?!?" Operator: "About 45 minutes Sir, but if you don't Operator: "According to your medical records, you want to wait you can always come and collect it on have very high blood pressure and a far too high your Harley, registration number L.A.6468 ..." cholesterol level, Sir." Customer: "#@$#@%1%%@" Customer: "What? ... What do you recommend then?" Operator: "Sir, please watch your language. Remember, on 28th April 2017 you were convicted Operator: "Try our Low Fat Soybean Yoghurt Pizza. of using abusive language at a traffic warden ..." You'll like it." Customer: (Speechless) Customer: "How do you know?" Operator: "Is there anything else, Sir?" SOURCE This story was adapted from various sources, including www.lawdebt.com/gazetteov2004ov2004.pdf (accessed in January 2006) and a video created by the American Civil Liberties Union (ACLU) available at www.aclu.org/pizza. This video aims to communicate the privacy threats that CRM poses to consumers. ACLU is a nonprofit organization that campaigns against government's and corporations' aggressive collection of information on people's personal life and habits. Question 1: Do you think the conversation is good for a service firm? Explain with logic. Question 2: Rewrite the conversation where you think necessary