Mutual Life of Canada - The Group Client Service Guarantee (B)
(5 pages of text)
The regional group marketing director, was trying to decide what to do about Consolidated, a client who had made a claim for $9,500 under the company's new group client service guarantee. The problem was that, although she believed Consolidated's claim was completely without basis, the guarantee prominently said: If you have a problem, we will pay, no questions asked. Students have to assess Mutual Life's guarantee and decide what to do about both the Consolidated incident and the guarantee. This case can be used either alone, or in conjunction with Mutual Life of Canada - The Group Client Service Guarantee (A)
, which addresses several issues in the design of the guarantee.
To expose students to issues in the design of a service guarantee, assessment of a guarantee, and methods of dealing with guarantee-related problems. These cases were written for a course in service management, particularly for a module on service quality.
Finance and Insurance
Canada, Large, 1993
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