The Case Of A Complaining Customer – Executive Summary
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 imply 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 toreadors his complaint? On 28 July Mr. Shelton drops off Hess laundry to Preston cleaners. A new computer yester 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 drop of Hess laundry. Using the new system, Mr. Shelton would now simply just drop of Hess laundry at the store and return to pay, hassle free apparently. Unfortunately when the customer returned to collect Hess clothes he found them to be missing.
He felt the old system was quicker and easier and he wasn't happy with the new service and also very angry that Hess clothes was missing. Mr. Shelton was missing 4 shirts, 2 blouses, 1 suit and 1 skirt. Mr. Shelton complains firstly in the store personally and then contacts the store when he hears no information about Hess clothes. He struggles to communicate with anyone at presto cleaners and leaves several voice mails for the company president compensation in the form of full refund for the cleaning, full refund for 4 shirts that he purchases after the laundry goes missing and a full apology.
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Mr. Shelton clothes have been given to another customer and the only solution the store have is to wait and hopefully the clothes will be returned. Mr. Shelton is very angry and frustrated. As the mistake has been made by presto cleaners they should take full responsibility. The response the customer should have received is being apologized to but the floor staff upon realization that the store had lost the clothes. An empathetic attitude should be shown to him at all times and he has been inconvenience and let down.
The customers calls should have been responded to as ignoring him only aggravates him worse, and communicating with the customer keeping him informed of progress even if none.. The store should be checked for the missing items and customers who dad collections on the same day be contacted if possible. An apology should be made to the customer, and a refund for the cleaning service offered. A comprehensive quality improvement upland for Presto Cleaners. Based on the information presented in this case, a massive improvement on their survive quality is necessary. Presto Cleaners thrives to offer customers a competitive privet high quality reliable service. ' Goal 1: Set up a continuous improvement program, develop a TTS. Goal 2: Refer to theorists to help develop business plans. Trucker's Theory of Business - in brief Trucker characterizes the assumptions that comprise an organization's Theory of Business by stating:"These assumptions are about markets. They are about identifying customers and competitors, their values and behavior. They are about technology and its dynamics, about a company's strengths and weaknesses. These assumptions are about what a company gets paid for.
Management to take refresher course in operations and customer service management Goal 5: Company needs to provide total quality management, At its core, total quality management (TTS) is a management approach to long-term success through customer satisfaction. In a TTS effort, all members of an organization participate in improving processes, products, services, and the culture in which they work. The methods for implementing this approach come from the teachings of such quality leaders as Philip B. Crosby, W. Edwards Deeming, Armband V. Figment, Koru Chickasaws, and Joseph M. Curran.
Total quality management can be summarized as a management system for a customer-focused organization that involves all employees in continual improvement. It uses strategy, data, and effective communications to integrate the quality discipline onto the culture and activities of the organization. The Primary Elements of TTS are: Customer-focused Total employee involvement Process-centered Integrated system Strategic and systematic approach Continual improvement Fact-based decision making Communications Goal 6: Customer satisfaction and loyalty lead to profit and growth, feedback system to be brought in.
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