资源描述：
《市场营销案例.doc》由会员上传分享，免费在线阅读，更多相关内容在行业资料-天天文库。
1、CompanycaseOfficeDepot:"thankyouforcalling..."“TnankingyouforcallingOfficeDepot.Allofourcustomerservicerepresentativesarebusyservingothercustomers.Pleasestayonline,andyouwillbeconnectedtothenextavailableagent.”“ThankingyouforcallingOfficeDepot,Yourcallmaybemonitoredand
2、recordedforuseincustomerservicerepresentativetraining.”Steveswitchedthetelephonerecievertohisrighthandandglancedathiswatch.he’dbeenonholdforalmosttenminutesandhadlistenedthepairofmessagesabouteveryminutesduringthatperiod.Normally,Steve,marketingprofessor.However,he’dsp
3、endhisMondaymorningmarketingapresentationoncustomerservicetoagroupofmiddleandtopmanagersatamajorcorporation’slocalmunafacturingplant.ABotchedDeliverySteve’sstoryhadbeganearilerintheafternoon.Uponreturningformhispresentation,he’dphonedtohiswife,Stevenotedthatthephoneran
4、gmorethantheusualnumberoftimesbeforeDanapickup.“Listen,”Danabarked,andSteveimmediatelydecatedforthetoneofhervoicethathehadcalledatabadtime.”Ihavegotadeliverymanstruckinthedrivenwayanddon’thavetimetotalktoyou.”StevewonderedaboutDana’sstatementthatsomeonewasstruckinthedr
5、ivenway.theylivedinaneighbordbyrollinghillandtrees.Theirhousesatonthesideofaheavilywoodedhill.Aboutanhour-and-halflater.StevecalledDanaagain.“Oh,thatmustbemynewpenandtherefills.Wow,IjustorderedthemonFridayatthecompany.youremenberthatIlostmygoodpenattheconferenceIattend
6、lastweek.SoIwenttothecompanywebsite.Anyway,thatiswhatthepackageare,andIamsorryIcontributedtoabadtimeforyou.”“Well,youdon’tknowthehalfofit.iwasworkingintheofficewhenthetelephonerang.Itwasthedeliveryman.Heannouncedthathewasfromthecompany.hewasatthebottomofthedrivebway.Wh
7、enIgottothebottomofthestairs,Isawhistruck.HeWasonlyafewfeetintotheway.Ilookathimandhelookedatme.Hewasn’tgoingoutofhistruck.finally,IunderstandthatIwasgoingtohavetowalkdowntothedriverandtakethepackage.“Youmeanthathedidn’tgooutofhiscar?”“Well,Icanunderstandyoubeingsoupse
8、t,we’vdiverymanallthetimewhodon’twanttodriveuptothedoor.But,theyalwaysjustwalkthepackageuptothehouseandeithergiveitto
