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Zomato: An Ignorant Customer Communication Mistake or a National Issue? - Teaching Note
RANJAN KUMARTeaching Note IVEY-W29863-EKnowledge and Communication, StrategyTeaching note for product W29862.Starting at €0.00
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Zomato: An Ignorant Customer Communication Mistake or a National Issue?
RANJAN KUMARCase IVEY-W29862-EKnowledge and Communication, StrategyOn October 18, 2021 a Zomato app user wanted a refund for a missing item in his online food service order and contacted the company’s customer care agent over Twitter. The customer was from the southern Indian state of Tamil Nadu, where Tamil was the native language and a matter of parochial pride. What had started as a minor food order detail escalated into an online nationwide language debate with the accompanying hashtag #Reject_Zomato. The en...Starting at €8.20