Question
Why is it important for a firm to be proactive in their customer service management process? Article : Moss, T. (2021, April 21). Tesla Apologizes
Why is it important for a firm to be proactive in their customer service management process?
Article: Moss, T. (2021, April 21). Tesla Apologizes for Its Handling of China Customer After Outcry. The Wall Street Journal. https://www-proquest-com.nuls.idm.oclc.org/docview/2515568063/fulltext/60319D4F14E44AC9PQ/1?accountid=25320
- Summarize all of the events that have occurred in China regarding Tesla's customer service.
- What specific recommendations would you make to Tesla with respect to its customer service strategy in China? Mention at least two.
- What metrics or measures should Tesla use to gauge its success in achieving high customer satisfaction in China?
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Strategic Brand Management Building Measuring and Managing Brand Equity
Authors: Kevin Lane Keller
4th edition
9780273779414, 132664259, 273779419, 978-0132664257
