Concept Map

The customer cancelled the phone service with anger.

The customer told everyone nearby about this awful experience.

The customer waited another 20 min to get the CEO email to complain.

The customer cancelled the phone service with anger.

The customer told everyone nearby about this awful experience.

The customer waited another 20 min to get the CEO email to complain.

Account maintenance

Account maintenance

The customer need to wait 20 min or more every time when he tries to call the service line.

The customer service rep cannot even tell what acronym stood for.

The corporate rep said there wasn’t anything he can do.

The customer need to wait 20 min or more every time when he tries to call the service line.

The customer service rep cannot even tell what acronym stood for.

The corporate rep said there wasn’t anything he can do.

Problem Resolution

Problem Resolution

The customer bought the phone for higher price only because he did not mention the online lower price while purchasing.

The monthly fee is higher than the customer expected.

The customer bought the phone for higher price only because he did not mention the online lower price while purchasing.

The monthly fee is higher than the customer expected.

The Company phone advertisement attracted the girl’s attention.

The customer wants to buy the exact the same phone to his girl for birthday.

The Company phone advertisement attracted the girl’s attention.

The customer wants to buy the exact the same phone to his girl for birthday.

Payment Experience

Payment Experience

The sales did not introduce several choice to the customer. He just chose the one he like.

The customer needs to fill out the 6 page long contract.

The customer did not get the charger for his phone.

The sales did not introduce several choice to the customer. He just chose the one he like.

The customer needs to fill out the 6 page long contract.

The customer did not get the charger for his phone.

The customer...