The Complaining Customer

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Presto Cleaners new computer arranging would work great if it werent for the customers.

The Case of the
Complaining Customer


by Dan Finkelman and Tony Goland

In an effort to improve service, Presto Cleaner installed a new computer system, designed to cut the customers waiting clip and simplify the drop-off and pickup processes. But the system was tho a few months old when Mr. J.W. Sewickley, the company president, received an violent letter from Mr. George Shelton, whose laundry had been lost by the new system. Mr. Sheltons letter described his experience with Presto Cleaners complaint handling operations and demanded compensation and an apology To do to the complaint, Mr. Sewickley sent the letter to his customer complaint office, asking for more information. The answer came back from Paul Hoffner. He explained that there were justify circumstances and suggested that some customers may not be worth keeping. Is the customer always right? Where should a company range the line on compensation and service? What is the best course to handle cases of complaining customers?




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Mr. J.



W Sewickley
President
Presto Cleaner






Dear Mt Sewickley: October 14, 2001




My wife and I are angry, frustrated, and disappointed ex-customers. We werent always that way. In fact, for a year prior to the recent set of events, we were exceptionally pleased with your service. When you opened your store at the intersection of Adams and Broadway we were prosperous Even though youre not exactly the to the lowest degree expensive dry cleaner in the area, my wife and I felt that the convenience of the location, the extra early and late hours of operation, and the helpfulness of the staff more than made up for the cost.

That was before you installed your computerised system. The pursual set of facts will tell you why we are not doing business with Presto Cleaner and what you need to do to bunk us...If you want to get a full essay, order it on our website: Ordercustompaper.com



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