Atida Motors

In: Business and Management

Submitted By nadine703
Words 612
Pages 3
How should Atida handle Jessica?
How should Atida handle Tom?

It seems that in the past Atida Motor Company was relying too much on the vehicle selling its self. 10 years ago they brought Jim on board as Vice President of Customer Service to help make Atida Motor Company a more customer focused firm. Adding a comprehensive warranty, a credit card that rewarded customers with accessories for their cars and Atida branded apparel and offering returning customers a free satellite radio where all added incentives for the sake of increasing customer retention. A call center was added in Bangalore to help customers get quick responses. For those reasons I have mentioned, there is no doubt in my mind that Atida Motor Company is going from a product driven company to a more customer driven company. This is very important since approximately 69% of customers are lost because of the way their relationships are managed.
In my opinion Jessica Long is way out of line. It is obvious that Atida Motors has responded to all of her previous complaints and it still seems to never be enough. Usually bad breaks are a result of wear and tear and for this reason most auto manufacturers do not include such a repair within their warranties. While 3 months may be a short time for brakes to go bad, we don’t know how many miles Jessica has put on her vehicle or how heavy her foot is. The repair shop attendant where Jessica randomly stopped to have her car looked at could have been shady and may have just convinced her she needed to replace her brakes asap to make a quick buck. I agree with the customer service representative’s response to Jessica when he told her they cannot reimburse her since she did not bring her vehicle to the dealership. The only thing I agree with in Jessica’s letter was her signature where she wrote “disrespectfully yours” since that’s exactly what she has…...

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