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.

Save Time On Research and Writing
Hire a Pro to Write You a 100% Plagiarism-Free Paper.
Get My Paper

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.

Fountain Essays
Calculate your paper price
Pages (550 words)
Approximate price: -

Why Work with Us

Top Quality and Well-Researched Papers

We always make sure that writers follow all your instructions precisely. You can choose your academic level: high school, college/university or professional, and we will assign a writer who has a respective degree.

Professional and Experienced Academic Writers

We have a team of professional writers with experience in academic and business writing. Many are native speakers and able to perform any task for which you need help.

Free Unlimited Revisions

If you think we missed something, send your order for a free revision. You have 10 days to submit the order for review after you have received the final document. You can do this yourself after logging into your personal account or by contacting our support.

Prompt Delivery and 100% Money-Back-Guarantee

All papers are always delivered on time. In case we need more time to master your paper, we may contact you regarding the deadline extension. In case you cannot provide us with more time, a 100% refund is guaranteed.

Original & Confidential

We use several writing tools checks to ensure that all documents you receive are free from plagiarism. Our editors carefully review all quotations in the text. We also promise maximum confidentiality in all of our services.

24/7 Customer Support

Our support agents are available 24 hours a day 7 days a week and committed to providing you with the best customer experience. Get in touch whenever you need any assistance.

Try it now!

Calculate the price of your order

Total price:
$0.00

How it works?

Follow these simple steps to get your paper done

Place your order

Fill in the order form and provide all details of your assignment.

Proceed with the payment

Choose the payment system that suits you most.

Receive the final file

Once your paper is ready, we will email it to you.

Our Services

No need to work on your paper at night. Sleep tight, we will cover your back. We offer all kinds of writing services.

Essays

Essay Writing Service

No matter what kind of academic paper you need and how urgent you need it, you are welcome to choose your academic level and the type of your paper at an affordable price. We take care of all your paper needs and give a 24/7 customer care support system.

Admissions

Admission Essays & Business Writing Help

An admission essay is an essay or other written statement by a candidate, often a potential student enrolling in a college, university, or graduate school. You can be rest assurred that through our service we will write the best admission essay for you.

Reviews

Editing Support

Our academic writers and editors make the necessary changes to your paper so that it is polished. We also format your document by correctly quoting the sources and creating reference lists in the formats APA, Harvard, MLA, Chicago / Turabian.

Reviews

Revision Support

If you think your paper could be improved, you can request a review. In this case, your paper will be checked by the writer or assigned to an editor. You can use this option as many times as you see fit. This is free because we want you to be completely satisfied with the service offered.