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• In my point of view, customer 3 is the loyal customer that is loyal toward store. Reason: A customer becomes loyal towards store where he/she has given extra-ordinary and personal treatment. When the customer 3 told the clerk about the lost of receipt, he gave her quick response and replied that she should not worry because he has saved the date of her purchase and other relevant detail.

• The customer 2 has chances to be defected. Reason: A customer has chances to be defected if he is not satisfied with the performance of product after sales.

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Replies to This Discussion

Customer no 3 will be a loyal customer because his complaint is handled by the staff and he has been given good response as promised and he will not become a defective customer instead he will be a loyal and satisfied customer.Customer no 1 will be angray and he will be defective customer because promises were made to him but not fullfilled when he practically adopted and used the product

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