The Case Of A Complaining Customer – Executive Summary

The rude(a) computer corpse has been inst eithered to provide easy, convenient and time deliver services to nodes, however it appears that presto Cleaners may shake up caused supernumerary unhappy and complaining clients by imply not following a few simple steps, such as fashioning sure their rung was trained appropriately, had tested the system and provided themselves with a backup plan. As a result of this the company now guard a unhappy customer whos demanding compensation and need to work appropriate action in whichever guidance the operations manager feels appropriate to resolve the situation, and what is most beneficial for their company.Why Is Mr. Shelton confuse? What should be done toreadors his complaint? On 28 July Mr. Shelton drops off Hess lavation to Preston cleaners. A new computer yester was introduced to him and he was requested to fill place a card, detailing special requirements or services required. A ID takings 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 p bentage and return to pay, hassle free apparently. Unfortunately when the customer returned to collect Hess enclothe he found them to be missing.He felt the old system was quick and easier and he wasnt happy with the new service and also very black 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 around 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.Mr. Shelton clothes have been given to another customer and the only solution the sto re have is to wait and hopefully the clothes will be returned. Mr. Shelton is very aggravated and frustrated. As the mistake has been make by presto cleaners they should take full responsibility. The response the customer should have received is being apologized to provided the floor staff upon realization that the store had lost the clothes. An empathetic spatial relation should be shown to him at all times and he has been inconvenience and allow down.The customers calls should have been responded to as ignoring him only aggravates him worse, and communicating with the customer keeping him intercommunicate of progress even if none.. The store should be checked for the missing items and customers who protoactinium 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 role profit upland for Presto Cleaners. Based on the information presented in this case, a massive improv ement 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, kick downstairs a TTS. Goal 2 Refer to theorists to help develop business plans. Truckers Theory of Business in brief Trucker characterizes the assumptions that reconcile an organizations Theory of Business by statingThese assumptions are about markets. They are about identifying customers and competitors, their values and behavior. They are about technology and its dynamics, about a companys strengths and weaknesses. These assumptions are about what a company gets paid for.Management to take refresher mannequin in operations and customer service management Goal 5 Company needs to provide count quality management, At its core, total quality management (TTS) is a management approach to long-term winner through customer satisfaction. In a TTS effort, all members of an organization inscribe 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 clueers 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 moderate 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.