del into its line up. The year that the preceding customer relationship consulting arrangement occurred was in 2000.
根据大众汽车公司广告代理公司之间存在的咨询关系，由于正在进行研究，以收集客户对公司业务服务方面的看法和意见，因此有机会看到并参与第一手观察和参与客户关系管理的重要性。在这样做的过程中，任务是管理一小部分刚刚根据公司当时的政策购买车辆的客户。其目的是将客户的反应、态度及其观点与对公司、政策和产品的积极和消极反应等同起来。可以从历史的角度来评论之前的一段时间，当时大众在将一款新车型整合到其产品线中时遇到了问题。上一次客户关系咨询安排发生在2000年。
The customer relationship example shall be referred to as Mr. Smith. He was a 52-year-old schoolteacher, married with two children who had graduated college. He lived in a modest one family home in the suburbs and represented the average VW customer profile. The 2000 Volkswagen Jetta was his first experience with any foreign vehicle, having previously owned Ford and General Motors products. Mr. Smith represented one of the portfolio of customers assigned as part of the afore indicated marketing analysis observation. Mr. Smith’s first contact came within the first month of his Volkswagen Jetta purchase as he called to schedule a service appointment to fix the air conditioning system that was not working. He also indicated that there was a problem with the driver’s side rear door latch. Mr. Smith’s appointment was scheduled for free warranty service for the following day, as a result of the air conditioning emergency. Mr. Smith was called the next day after the service appointment as asked about his rating of the visit in terms of his issues being resolved, promptness in handling, his rating of the service done and satisfaction. Mr. Smith indicated that all the areas asked were satisfactory and that the car was working perfectly.
客户关系示例应称为Smith先生。他是一名52岁的教师，已婚，有两个大学毕业的孩子。他住在郊区一个普通的独栋住宅里，代表了大众汽车的普通客户形象。2000年的大众捷达是他第一次接触任何外国汽车，之前拥有福特和通用汽车的产品。Smith先生代表了作为上述营销分析观察的一部分而分配的一个客户组合。史密斯先生的第一次联系是在他购买大众捷达的第一个月内，当时他打电话预约维修无法工作的空调系统。他还表示，驾驶员侧后车门锁闩有问题。由于空调紧急情况，史密斯先生的预约是第二天的免费保修服务。服务预约后的第二天，史密斯先生接到电话，询问他对此次访问的评价，包括他解决的问题、处理的及时性、对所完成服务的评价和满意度。史密斯先生表示，所要求的所有方面都令人满意，汽车运行良好。
The next contact with Mr. Smith came approximately three (3) weeks after the initial call. The contact was to express his dissatisfaction with the air conditioning system as the cooling level since the repair was average on warm days and barely adequate on hot days. He indicated that he did not pay much attention to the foregoing as he primarily drove the car to work in the mornings and by the afternoon the temperatures were cooler. His compliant came about as a result of a weekend trip where he was subject to 95-degree temperatures and stated he was perspiring the entire time. Mr. Smith also stated that the car exhibited severe hesitation during the hot drive and stopped functioning entirely on two occasions whereby he pulled over and after the car cooled down, it restarted. He was particularly unhappy that a local Volkswagen dealership could not assist him as he was on the road and asked that we schedule a service appointment. Mr. Smith’s extreme displeasure was a result of being under a new car warranty and unable to get any assistance which he claimed was never a problem with his former Buick LeSabre. He requested an immediate service appointment and a loaner vehicle so that he could get back to work. Under the terms of his Volkswagen warranty, Mr. Smith had not purchased the Road Side Assistance option and his warranty also did not have a provision for a loaner vehicle. I informed Mr. Smith of the foregoing, which was not received well and asked if I could make some inquiries regarding getting his vehicle scheduled for an emergency service appointment as well as what I might be able to do concerning the loaner vehicle, which temporarily calmed him down.
与史密斯先生的下一次联系是在第一次通话后大约三周。该联系人是为了表达他对空调系统的不满，因为在温暖的日子里，维修一般，在炎热的日子里几乎不够。他表示，他没有太注意上述情况，因为他主要在早上开车去上班，到了下午，气温更低了。他的顺从是由于他周末旅行时体温达到95度，并表示自己一直在出汗。史密斯先生还表示，这辆车在热驾驶过程中表现出严重的犹豫，有两次他把车停在路边，车冷却后重新启动。他特别不高兴，因为他在路上，当地的大众汽车经销商无法为他提供帮助，并要求我们安排服务预约。史密斯先生的极度不满是因为他在新车保修期内，无法获得任何帮助，他声称这对他的前别克LeSabre来说从来都不是问题。他要求立即预约服务，并提供一辆借来的车辆，这样他就可以回去工作了。根据他的大众汽车保修条款，Smith先生没有购买路边救援选项，他的保修也没有关于租借车辆的规定。我将上述情况通知了史密斯先生，但没有得
