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...
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