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Question 1: Based strictly on the information in this case,how many

possibilities do you see to segment the telecommunication market?

Answer: Based on customer problems:

Overcharging of bill
Signal problem
Sexual harassment
Noisy voice

Based on geography of calls:-

Customer with intercity calls.
Customer with most calls and occasional calls across continents
Customer with all local calls
Customer with most intercountry calls except some intracountry calls.

Question 2:As a customer service rep, how would you address each of the
problems and complaints reported?

Overcharging of bill:-
Check the records. If the bill is overcharged, refund the amount

Signal Problem:-
Call the telecommunication department

Sexual Harassment:-
Block the telephone and inform the cyber-crime unit

Noisy voice:-
Ask the customer to replace the phone.

Question 3:As a marketing manager, do you see any marketing

opportunities for the telephone company in any of these complaints?

Winston Chen:
Nowadays, all the telephone companies have plenty kind of promotions for international
calls, national calls, during the week on weekends and special horary. This company could
offer to Mr. Winston different promotions, to reduce his bill, as these ones:

1. On weekends, special price for National calls from Friday 12:00pm until Sunday 12:00pm,
like that Mr. Winston will be able to call to Vancouver and British Columbia.
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2. At night, from 8:00pm to 12:00, Monday to Friday, an offer with special prices for
international calls, only to the Asian countries.
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3. At noon, from 12:00 to 2:00pm, Monday to Friday, a promotion with special price for local
calls.

Marie Portillo The marketing department can approach this complaint offering her a
voicemail and a double line free, if she takes a special promotion, a package of
international calls to American countries during one year; like this, when the phone is
busy and another incoming call ring she will be able to answer it.

Eleanor Vanderbilt The company can offer her an added value services like , calls
identifier, in this way she will be able to identify the incoming calls and report to the
police if is needed, some dangers she can register.

Richard Robbins The telephone company could offer to Mr. Robbins a new
answering machine and moreover a package of International calls during the
weekends.