Small Business and Entrepreneurship - Case Study

Anthony

Increased satisfaction for Anthony

Customer satisfaction with needs being met in a timely manner

Cons

Magnum is not satisfied with Mitron 's customer service , but with Anthony 's

No change in Mitron 's policies

No knowledge in Mitron of depth of problem , no way to resolve for future

Anthony discuss offer from Magnum with his management . No Change in Mitron policy , require follow normal channels

Pros

No change to handle

Cons

Magnum dissatisfied with Mitron 's customer service

Anthony is dissatisfied with monetary payment and

recognition

Mitron 's policies do not meet customer needs

Mitron in jeopardy of loosing Magnum as a valued customer

Anthony informs Mitron . Mitron allows Anthony to take the job on the side . Mitron does not adequately analyze their policies to see how they can improve their service

Pros

Magnum is satisfied with the quick response that they have received and the acceptance of their offer

Anthony is satisfied with monetary compensation and recognition

Mitron 's allowance meets the customer 's needs

Cons

Magnum is not satisfied with Mitron 's customer service , but with Anthony 's

Magnum is likely to use Anthony again in the future , cutting out Mitron The relationship between Mitron and Magnum is not strengthened

Anthony discusses with Mitron and Mitron assigns Anthony to Magnum 's site , expediting the process . Mitron commits to the same pay being offered Anthony by Magnum and pledges to evaluate it internal processes

Pros

Magnum is satisfied with Mitron 's customer service

Anthony is satisfied with monetary compensation and recognition by Mitron and is more likely to stay

Mitron can evaluate their policies to make sure they are best structured to meet customer needs

Working closely with Magnum , they can build a policy that works well for both the customer and the service provider . The relationship that...