Question: 2. Discuss the lessons that organizations can learn about customer relationships and customer contact employees from the following experiences: (15 marks) a. In shopping for

2. Discuss the lessons that organizations can learn about customer relationships and customer contact employees from the following experiences: (15 marks) a. In shopping for a cell phone, a customer met a salesperson who introduced herself, asked her name, went through the features that related to her needs, and didnt try to sell her the most expensive phone. b. A woman encountered a salesperson in a home improvement store who commented, Oh, shopping for your husband? c. A couple stranded in a restaurant booth with no waiter or silverware made eye contact with a waitress who quickly replied, Your waiter is late. I cant take your order because this isnt my station. d. While shopping for a TV antenna, a customer asked the difference between various models. The salesperson replied, Some cost more because they look better.

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