The Case Of A Complaining Customer - Executive Summary
The Case Of A Complaining Customer
Executive Summary
Presto Cleaners is Mr Shelton 's regularly used laundrette, he feels that although their prices are more than local competitors, the friendly staff, longer opening hours and convenience makes up for this. This opinion has now changed following recent events. Mr Shelton drops off hes laundry for a service clean, and when he arrives at the store to collect it he 's was informed that a new computer system has been installed and this is to improve services for customers. Unfortunately when Mr Shelton arrives at the store a few days later, he 's informed that his laundry had been misplaced! The store carry out a thorough search of the store and it becomes apparent that the laundry has been given to another customer by mistake.
In relation to the Operations Managers role in addressing this problem, many aspects of service quality definitely are not met and most certainly need to be improved on. The new computer system has been installed to provide easy, convenient and time saving services to customers, however it appears that Presto Cleaners may have caused unnecessary unhappy and complaining customers by simply not following a few simple steps, such as making sure their staff was trained appropriately, had tested the system and provided themselves with a backup plan. As a result of this the company now have a unhappy customer who 's demanding compensation and need to take appropriate action in whichever way the operations manager feels appropriate to resolve the situation, and what is most beneficial for their company.
Why is Mr Shelton upset? What should be done to address his complaint?
On 28 July Mr Shelton drops off hes laundry to Preston cleaners. A new computer system was introduced to him and he was requested to fill out a card, detailing special requirements or services required. A ID number was also request by presto cleaners and also for the customer to purchase a special bag to
Executive Summary
Presto Cleaners is Mr Shelton 's regularly used laundrette, he feels that although their prices are more than local competitors, the friendly staff, longer opening hours and convenience makes up for this. This opinion has now changed following recent events. Mr Shelton drops off hes laundry for a service clean, and when he arrives at the store to collect it he 's was informed that a new computer system has been installed and this is to improve services for customers. Unfortunately when Mr Shelton arrives at the store a few days later, he 's informed that his laundry had been misplaced! The store carry out a thorough search of the store and it becomes apparent that the laundry has been given to another customer by mistake.
In relation to the Operations Managers role in addressing this problem, many aspects of service quality definitely are not met and most certainly need to be improved on. The new computer system has been installed to provide easy, convenient and time saving services to customers, however it appears that Presto Cleaners may have caused unnecessary unhappy and complaining customers by simply not following a few simple steps, such as making sure their staff was trained appropriately, had tested the system and provided themselves with a backup plan. As a result of this the company now have a unhappy customer who 's demanding compensation and need to take appropriate action in whichever way the operations manager feels appropriate to resolve the situation, and what is most beneficial for their company.
Why is Mr Shelton upset? What should be done to address his complaint?
On 28 July Mr Shelton drops off hes laundry to Preston cleaners. A new computer system was introduced to him and he was requested to fill out a card, detailing special requirements or services required. A ID number was also request by presto cleaners and also for the customer to purchase a special bag to
Bibliography: www.dcya.gov.ie mcashinlecture5-7 www.balridgegeofi.ie www.balridge.com www.articlebase.com