案例分析-续 Case analysis (Part 2) 3-2. [3-2A,3-2B中任选一题回答,Answer either 3A or 3B] Other Mercedes-Benz customers have more concerns after this issue. (10 分) 3-2A: Please give definition of four means of reducing relationship anxiety and elabrate with the case. [请给出四种缓解客户关系紧张的策略,并结合本案例内容进行解释] 3-2B: According to Wilson Learning Corporation’s process in addressing customer concerns, what is the LSCPA in handing such concerns? Please elabrate with the case. [根据Wilson Learning Corporation处理客户顾虑的过程,什么是处理客户顾虑的LSCPA法则?请结合本案例进行说明] 3-3. How to enhance the relationship after the settlement in this case? [在此案例中,和解以后应该如何提升客户关系?] (5 分)
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