The Complaining Customer

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pl Presto Cleaner’s new computer system would work great if it weren’t 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 time and simplify the drop-off and pickup processes. But the system was only a few months old when Mr. J.W. Sewickley, the company president, received an angry letter from Mr. George Shelton, whose laundry had been lost by the new system. Mr. Shelton’s letter described his experience with Presto Cleaner’s complaint handling operations and demanded compensation and an apology To respond 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 extenuating circumstances and suggested that some customers may not be worth keeping. Is the customer always right? Where should a company draw the line on compensation and service? What is the best Way to handle cases of complaining customers? [pic] 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 weren’t 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 delighted Even though you’re not exactly the least 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 following set of facts

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