The Case Of A Complaining Customer – Executive Summary

The new computer system has been inst every last(predicate)ed to provide easy, contented and time saving function to clients, however it appears that Presto Cleaners whitethorn have caused unnecessary unhappy and complaining customers by imply not following a few simple steps, such as make sure their staff was trained appropriately, had tested the system and provided themselves with a sustenance plan. As a result of this the company now have a unhappy customer whos demanding compensation and need to proceeds appropriate natural action in whichever way the operations manager feels appropriate to resolve the situation, and what is more or less beneficial for their company.Why Is Mr. Shelton upset? What should be done toreadors his complaint? On 28 July Mr. Shelton confounds off Hess slipstream to Preston cleaners. A new computer yester was introduced to him and he was request to fill out a card, detailing special requirements or services required. A ID number was alike requ est 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 superannuated system was quicker and easier and he wasnt 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 wherefore contacts the store when he hears no information well-nigh Hess clothes. He struggles to run with anyone at presto cleaners and leaves several voice mails for the company chairperson compensation in the form of ample recall for the cleaning, full refund for 4 shirts that he purchases after the laundry goes missing and a full plea.Mr. Shelton clothes have been given to another custome r and the only firmness 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 have is being apologized to but the floor staff upon realization that the store had lost(p) 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 canvass 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 benefit upland for Presto Cleaners. Based on the information presented in this case, a massive improvement on their subsist quality is necessary. Presto Cleaners thrives to offer customers a competitive privet uplifted quality reliable service. Goal 1 Set up a continuous improvement program, develop a TTS. Goal 2 bear upon to theorists to help develop business plans. Truckers Theory of Business in picture Trucker characterizes the assumptions that comprise an organizations Theory of Business by statingThese assumptions are about(predicate) 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 course in operations and customer service worry Goal 5 Company needs to provide total quality heed, At its core, total quality management (TTS) is a management onslaught to long-term success through customer contentment. In a TTS effort, all members of an organization participate in i mproving processes, products, services, and the culture in which they work. The methods for implementing this memory access 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 contain the quality discipline onto the culture and activities of the organization. The Primary Elements of TTS are Customer-focused Total employee booking 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.