【分析解答题】TheAfter-sales Manager of your company proposes to set up a customer hotline to improve customer services. You have been asked to submit ideas on the rationale for such a proposal.Discuss, and decide together：·The impoffance and necessity for setting up a customer hotline.·Comparison of its cost and its impact on customer loyalty.
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试题答案： 答案解析：The After-sales Manager of your company proposes to set up a customer hotline to
improve customer services. You have been asked to submit ideas on the rationale
for such a proposal. Discuss, and decide together：
·The importance and necessity for setting up a customer hotline.
·Comparison of its cost and its impact on customer loyalty.
Suggested Ideas： ·The
importance and necessity for setting up a customer hotline
The importance and necessity for setting up a customer hotline may
include the following： ——to provide customers with
easy access to requesting for after-sales services or consulting for good
advice. ——to improve company image among existing customers.
——to attract prospective new customers. ——to
have positive impact on customer loyalty. · Comparison
of its cost and its impact on customer loyalty ——cost
for setting up such a hotline will not be very expensive as it only consists of
cost for a phone bill and cost for hiring someone to answer the calls.
——impact on customer loyalty will be advantageous to
maintaining current market share and enlarging future market share, thus
bringing in more profits for the company. ——existing customers
will serve as live advertising for the company. thus saving cost for further
advertising. ——customer loyalty will be enhanced through the
hotline.
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