Group 3 Lâm Thị Ngọc Tốt

Lê Chí Bảo
Lê Mai Phương
Đặng Nguyễn Vân Khánh
Trần Ngọc Anh Thư
CASE/page 76
1. The customer can get the information about the department and the person that they are
talking to.
2. Kristine did not research and prepare before asking Dallin questions. This makes it
difficult for Dallin to support Kristine.
3. Kristine needs to indicate which course she wants to take, in which city and when she
can take the course.
4. Although Kristine did not give Dallin clear questions, he still provided all the
necessary information and was extremely detailed about the course, time, and location.
At the same time, he has a very welcoming attitude and is willing to support Kristine.
5. If I was Kristine, I will start the conversation with the information pertaining to the
introduction and the reason for calling. Obviously, I will take time to research and have
well-preparation for what I am try to call for. If I was Dallin, I will try to provide fully
support at the begining without asking
6. I pay concentration on how Dallin reassured with Kristine. I think it plays a crucial role
because he instructed her how to do it step by step which makes here not goes confuse.
Dallin also offered Kristine an online or offline registration to confirmed that he will help
her.
7. This call is not only guarantee about the quality of the service, but also make the
Kristine peace her mind when struggle with difficulty. However, it’s not totally effective
as they waste too much time for finding materials.