The Complaining Customer Case Study

The case of the complaining customer

1)

The Presto Cleaner company would have wanted to improve the service for the customers, setting up a new computer system conceive of cut waiting time for the customers and facilitate the drop-off and pickup procedures.

This text is about a complaint of Mr.Shelton who is a customer of the laundry and is not happy with the company behaviour. The following table is the SWOT analysis for finding bugs inside the organisation. This may be really a useful tool for the firm.

Strengths:

• Steady clientele;

• Reliable staff;

• Excellent hours of work;

• Good location.

Weaknesses:

• Resistance to change;

• Launching a new technology without a real training;

• Competition on the block;

• Refund and payment

Threats:

• Other business can take advantages over their weaknesses;

• Customers may be unsatisfied and could move to other companies;

• Negative experiences can bring unexpected losses.

The Customer Mr Shelton is really angry with the company Presto Cleaner because he definitely doesn't like the new order system's performance from the beginning: euro 3 per bag, longer wait, service provider unfamiliarity with the new system.

Firstly Presto Cleaner lost shirts belong to Mr Shelton, but, fortunately, the company found them.

He is not happy about the customer service; he tried to get in touch with Paul Hoffner & Presto management, but often he was out of office and he was the only one that could help Mr. Shelton.

The staff isn't definitely prepared for change.

After 9 days, Mr Shelton bought 4 new shirts.

What should the company do to address his complaint?

1.Obtain the complaint from the customer;

2.Define who is the responsible for the complaint;

3.Guarantee the proper measures will be taken on;

4.Apologize to the customer for the

The staff of the company Presto Cleaner are not well ready to take on problems like this one even if it is not a complicated problem to solve.

From the perspective of the customer, the price of a product and service is also one of the most important things. Everyone previously purchasing a product evaluates the price according to its use with the customer.

All characteristics of a product or service mentioned earlier must be considered in the design process to meet the customer's anticipations of quality. This requires that a firm accurately evaluates what the consumers wants and needs. Consumer research and Marketing set up to determine what sort of products are desired and which is the best.

Quality from the Producer's Perspective

The perspective from the point of view of the Producer is set up on the production process and especially on the Cost that the company has to invest for providing the service. For the Produce's perspective, the quality of the service is really linked to the cost incurred during the provision, including labour, raw materials, overheads. The quality of the product for the producer is really based on the quality of conformance, in other words, the producer has to make sure that the product or service is produced according to the standards specifications, including design and performances. For the producer's perspective, high-quality products