Question Description
This time we have two discussions, Need to answer both of them and reply to at least two students Like we did before.
First discussion
American Airlines – Discussion
Question 1: Read the articles about American Airlines. American Airlines treats some customers differently than others when they call or visit the web site. How do they get the knowledge required to do this?
Question 2: Name one other example of how an airline could treat customers differently based on knowledge they have about the customer.
Second discussion.
My Twinn Customer Relationships – Discussion 2
Read the article My Twinn.
Question 1: Why do you think My Twinn decided to outsource their customer call center?
Question 2: All of the outsourcing companies had good technology available to them for tracking capturing customer data and for managing call center agents. Why did Alpine Access do better than the other call center companies?
Question 3: What role (if any) did Information technology play in this success?
Question 4: Under what conditions would you allow people to work from home?
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