EFFECT OF AFTER SALE SERVICES ON CUSTOMER SATISFACTION AND LOYALTY IN AUTOMOTIVE INDUSTRY OF ETHIOPIA BY KINDYE ESSA MUSTOFA ADDIS ABABA UNIVERSITY COLLEGE OF MANAGEMENT‚ INFORMATION AND ECONOMICS SCIENCE MASTER OF BUSINESS ADMINISTRATION PROGRAM August 2011 EFFECT OF AFTER SALE SERVICES ON CUSTOMER SATISFACTION AND LOYALTY IN AUTOMOTIVE INDUSTRY OF ETHIOPIA A Thesis Submitted to the School of Graduate Studies of Addis Ababa University in Partial Fulfillment to the Requirements
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Customer Lifetime Value - A Case Study 1 CLV * Group 1: 7 * Group 2: 11.875 * Group 3: 2.5 2 Questions a Your manager asks you what you think might explain the differences in p‚ r‚ and AC between the three groups. What would you say? i Group 1’s higher “p” could be due to the fact that this group of students doesn’t have the meal plan that undergrad students who live on (or close to) campus have. Additionally‚ some MBA students may have longer classes
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Customer service | Customer-Centric | An introduction on how to provide superior customer service skills. | | | | An informational essay on how to provide superior customer service using these seven skills: The right attitude‚ Understanding the customer’s needs‚ Clear communication‚ Dealing with difficult customers‚ Business telephone etiquette‚ Customer service and technology‚ and Serving diverse populations. The essay provided also uses examples of these situations and may include
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Time Warner Strategic Plan Report Team #2: Arthur Anderson‚ Johanna Delicana‚ Sianna Koleva‚ Brian Schneck‚ Blondell McCoy‐Cox March 15‚ 2007 Table of Contents Context .......................................................................................................................................................... 3 Introduction ............................................................................................................................
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the way the employees will behave the customers. In order to achieve this‚ there are some subtle behaviors that can send the most powerful messages to the customers. These involve the prompt initiation of the conversation‚ verbal greeting‚ getting customer committed which are all to welcome the customer as a guest. Hi is a good word with a smile on face to greet. Apart from these‚ icebreakers are also important which dispel the suspicious thoughts of the customers by using some compliments‚ comments
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antagonist. The main difference between the two people in the poem is that their race separates them. Soyinka explores this is more detail as the caller has to confess to being African American‚ as if he has done something wrong. From what started as a telephone call about the possibility of renting an apartment‚ now focuses on the callers race and Instead of discussing price‚ location‚ amenities‚ and other information significant to the apartment‚ they discussed the speaker’s skin color. There are many
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After watching the documentary “Waiting for ‘Superman‚” I came to the conclusion that the home and neighborhood environment are critical factors in a child’s education and overall wellbeing. For example‚ when we examine the home environment of Anthony‚ Daisy‚ Francisco‚ and Bianca‚ we can see that most of these children live in low-income neighborhoods‚ and that their parents or legal guardians sometimes have to work two jobs to sustain their family. This constant struggle also has an effect on the
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AT&T The AT+T Corporation‚ formerly known as The American Telephone and Telegraph Company‚ was incorporated on March 3‚ 1885 in New York as a wholly owned subsidiary of The American Bell Telephone Company. Its original purpose was to manage and expand the burgeoning toll (long distance) business of American Bell and its licensees. It continued as the long distance company until December 30‚ 1899 when it assumed the business and property of American Bell and became the parent company of
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Case Summary As stated in the case study of “ On-Time Package Delivery”‚ the first year of business was successful‚ bringing in revenue and steady customer need in the market for the service. Customers were many big firms and businesses in large cities. Also‚ they emphasis the importance of their employees‚ especially their sales force. The sales force is not only responsible for generating business and relationships with customers; they are the face of the company. These are the representatives
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taken pride in our steady advancement and progression yet this generation have allowed technology to take the place of our desired expectations in life. In this socialization people tend to slack off into a world of illusion. This era of time from 2001 to the present time we should be named Generation Anti- Social Slacker. This generation is notorious for having no sense of direction we are easily distracted by unnecessary events and issues. Generation Anti- social Slackers lives in a fictitious world
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