Managing Customer Service Satisfaction Over Term Paper

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To protect each party various stipulations of the agreement will define specific instances when it is valid. These different elements are important, because they are showing how these provisions are designed to safeguard both parties and provide added levels of support for a particular product / service. As a result, there are several different components that are a part of an effective service guarantee to include: they clearly state the terms / conditions, they are fair and they list the specific benefits both sides will receive. (Fabien, 2005, pg. 33) (Hart, 2000, pg. 4) (Kau, 2006, pp. 101 -- 111)

Part 2

The service guarantees that we will be examining include: PG & E. And Travelocity. In the case of PG & E, they are clearly stating what customers should expect and the conditions when this agreement will not be applicable. This significant, because the guarantee is considered to be effective by: protecting the interests of both parties and stating what kind of protections will be covered.

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In the event that there is some kind of situation, this will ensure that everyone receives what they want. While at the same time, it is helping to protect PG & E's interests. ("Service Guarantees," 2011)

The service guarantee that is provided by Travelocity is: addressing specific aspects of the business. A few of the most notable include: how the service works, what are the obligations of the company, the fees that are involved, the rights of each customer, situations when an agreement may not apply and other facts. These different elements are important, because they are highlighting how Travelocity's service agreement is considered to be very effective. This is because it details every aspect of the process and what is expected of both parties. ("Travelocity Price and Service Guarantees," 2011).....

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