Chantale and Clinton’s Service Expectations Essay

In general, for their past experience Chantale and Clinton’s service expectations to The Canadian are that they provide very customer-oriented service, that is not only the frontline representatives but also every role within the company and its distributors cares for the customers and always think of the best interests of customers. To be more specific, as what we have seen in this case, Chantale and Clinton coupon expected the following: 1) a quick and courteous response and follow up on their request or phone calls instead of keeps transferring their requests from one party to another; 2) Always stay in touch with the customer and provide recent updates and feedback for important 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 promise 4) On time delivery and repair service as well as timely communication to save customer time; 5) Has department to bridge the gaps or escalation the issue in a timely manner 6) Flexibility, e.g., provide a temporary solution that can help the customer while waiting for the appliance to be fixed (delivery a small fridge for temporary use). 7) Care for the customer needs especially monetary needs, e.g., reimbursement Culture factors that influence the development of these expectations are the couple is middle class and they can afford decent brands of products. Their entire family is well-educated and the couple values achievement and success, environment, material 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 â€Å"The Canadian†. Social factors are the reference group, e.g., client service team that the couple kept calling to did provide some courteous and polite response, however they had to repeat the same case over and over again which eventually made the couple feel frustrated and angry. From the family factors perspective, Chantele’s brother failed to enjoy 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 about the environment, thus they decided to purchase an energy efficient fridge to save energy. In addition, they prefer fresh foods as well as food that meet the dietary needs of youngest child which can be found when they threw away non-fresh foods and require immediate repair of the fridge. Because they are advisors and accounts who can occasionally 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 department. From the lifestyle and value perspective, they are more money constrained than time constrained, therefore, they asked for reimbursement for the loss of foods.