Chantale and Clinton’s Service Expectations Essay

In general, for their past experience Chantale and Clintons service expectations to The Canadian are that they issue very customer-oriented service, that is not only the frontline representatives but also every use within the company and its distributors cares for the customers and always speculate of the best interests of customers. To be to a greater extent than specific, as what we have seen in this case, Chantale and Clinton coupon expected the following1) a quick and courteous response and follow up on their gather up or phone calls instead of keeps transferring their requests from one party to another2) endlessly stay in touch with the customer and provide recent updates and feedback for big changes (e.g., repair could not come on the day)3) Reliable service, e.g., if you make a promise then you need to keep your promise4) On condemnation delivery and repair service as well as apropos communication to present customer time5) Has department to bridge the gaps or escala tion the issue in a timely manner6) Flexibility, e.g., provide a fugitive solution that can help the customer while wait for the appliance to be fixed (delivery a small fridge for temporary use).7) Care for the customer needs especially monetary needs, e.g., reimbursementCulture factors that capture the development of these expectations are the duad is middle class and they can pass on decent brands of products. Their entire family is well-educated and the couple reputes achievement and success, environment, literal comfort and external comfort. Because of their subculture that they are Canadians, fully bilingual and live in Montreal, they give preferences to products delivered by the Canadian based product supplier The Canadian.Social factors are the reference group, e.g., client service team that the couple kept job to did provide some courteous and polite response, merely they had to repeat the same case over and over again which in the end made the couple feel frustrat ed and angry. From the family factors perspective, Chanteles brother failed to wonder a good meal made her feel even more frustrated with the delay of the repair which she expected it should be done on time.Personal factors are that they are well educated and care slightly the environment, thus they decided to purchase an energy efficient fridge to save energy. In addition, they prefer fresh feeds as well as food that meet the dietary needs of youngest child which can be shew when they threw away non-fresh foods and require immediate repair of the fridge. Because they are advisors and accounts who can from time to time work from home, they have the luxury to spend hours of their day time calling and waiting for customer service.From the personality and self-concept perspective, Chantale worked at The Canadian during the past as department manager and he considered himself very customer oriented. Therefore, he would think the others in the firm would be like him or his departmen t. From the lifestyle and value perspective, they are more money constrained than time constrained, therefore, they asked for reimbursement for the loss of foods.