THE CASE STUDY OF THE COMPLAINING

CUSTOMER
By Dan Finkelman and Tony Goland
PROBLEMS

MR.HOFFNER MR.GEORGE
 Mr. George was not asked the  Clothes got misplaced from the
laundry receipt laundry store.
 A lot of clothes got shuffled amongst  None of his calls were attended by
the customers from the laundry. Mr.Hoffner
 Claim form wasn’t sent to him on  Received claim form from Mr.
time. Hoffner late.
How should Presto respond to Mr.Shelton’s complaint?

 Presto should provide an ID number from which Mr.Shelton can get connected
for any query and update.
 The customers should purchase a laundry bag to take off their laundry and by
this there will be a hassle free pick-up and drop-off laundry.
 Manager should communicate to Mr. Shelton for the information of misplaced
items.
 As Mr. Shelton was old customer of company they should give an apology letter
with some special document as a token of compensation.
 They must assure that misplaced laundry of the respected owners will reach
back to them as soon as the staff gets its knowledge.
WHAT ACTIONS SHOULD PRESTO TAKE TO ENSURE IT
PROVIDES QUALITY SERVICE?

 The new computer system should be installed to provide easy , convenient and time saving services to customers.
 PRESTO should hire well trained staff.
 They should be ready with a plan B in case of any fault in their working process.
COULD YOU PLOT THE NETWORK TO
SUPPORT THE ARGUMENT
Service
Encounter

Satisfied Dissatisfied

No Complain to Complain to
complaints Employee management
What is MR . Shelton Value’s value to Presto cleaners? Please
calculate the customer delivered value.