Question

For buyers of consumer durable products, what ‘customer care services’ would you plan as a manager of a firm marketing new brand of motorcycle. Discuss.

Answer 1

As motorcycles are high-value items it is important to provide good post-sale services to the consumer. We also need to ensure that customer services are available near to the customer.

For which we need to have the following things

1. Centralised customer care desk: at our head office we need to have a centralised customer care desk where customers can call in case of any difficulty and we can properly guide them about resolution
2. Local office: we need to have local offices in all major cities and towns where customers can come and get their resolution. These services can also be outsourced to a third-party vendor like vehicle dealers.