Q1. DMRC has been rated among the world’s best service providers in terms of customer experience. In today’s context, how important is customer experience management to service-oriented companies like DMRC?
Q2. In tangible and intangible terms, how has DMRC’s customer care philosophy benefitted its stakeholders?
Q3. What has contributed to DMRC’s success in creating a positive service experience for its customers? What role does service philosophy play?
Q4. DMRC’s service philosophy is focused on producing a “wow” reaction from its customers. The central dilemma in the case is whether DMRC can sustain that customer service philosophy in light of resource constraints and operational pressure. Critically examine the concept of customer delight and its relevance in light of the resource constraints and operational pressures on DMRC.
Q5. How can DMRC ensure that its bottom line and customer service philosophy are pursued in fare-policy management?
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