What is the voice of the customer saying

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Reference no: EM132300732

A Customer Service Experience

Example: A lady gets her car serviced at the dealership where she bought it. She brought it in for service and was told a tire had a leak that could not be fixed because it was too close to the sidewall…did she want to purchase a tire? All the tires would need to be replaced soon because of their tread depth so she didn’t want to buy one new tire. She called several tire places that day and found the tire she needed for $50 less at Treadquarters… and made an appointment for later that day. When the sales manager looked at the tire he suggested the technician try fixing the leak first. Instead of selling her the new and expensive tire they were able to repair the leak saving her $150 that day. During the free September state inspection at the dealership she was told she needed 4 new tires, and did she want to purchase them? The lady shopped around and went back to Reggie, the sales manager at Treadquarters, for 4 new tires, and was given the tire protection plan for her 4 new tires for $40 less than its normal price. She still likes her dealership, but her tires are from Treadquarters.

Using what you know about QFD, what is the voice of the customer saying?

Reference no: EM132300732

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