Mr.Shelton complaint free essay sample

Why is Mr. Shelton upset? What should be done to address his complaint? Mr. Shelton is upset because of the very poor customer service provided by Presto Cleaner. As written in Mr. Shelton’s letter to Mr. J.W. Sewickley, president of the company, he said that he has been outraged by the entire episode (the fact that he left his laundry in a store to be cleaned, that it took more than 6 weeks in order to have his clothes back and that, to cover this lack, he has to buy other shirts), by the way Presto Cleaner company treats customers (which is very slow and insensitive and which make Mr. Shelton angry and persistent), by Mr. Hoffner’s conduct (that every time Mr. Shelton call, he is never available), by the lack of communication between departments of the company (between the central plant and different stores in the city too) and by the ridiculous system the company has introduced (staff is still unfamiliar with that and the promised waiting times halved were actually d oubled). We will write a custom essay sample on Mr.Shelton complaint or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page He could not understand how a company, running a customer service business, could have such a careless attitude to a simple customer complaint.  Some particular points should be done to address Mr. Shelton’s complaint. First of all, Mr. J.W.Sewickley should immediately contact Mr. Shelton by telephone to discuss his letter (since he never heard of this story and since he asked Mr. Hoffman about that) and to apologize for the poor service the customer has received. Then, the store at the intersection of Adams and Broadway wasted a lot of time with these clothes. It first checked for three days if the items were in the store. Then, they used both customer’s identification numbers to locate the order in the computer, but they turned up nothing. Furthermore, store assistant put a tracer on the order back to the plant. After 11 days, plant still had not called Mr. Shelton back and then, store told the customer he should call customer complaint office to make a claim for the lost items. If the company was serious, the store should have informed a manager right when it found out about the missing items, so that he could have addressed the problem quickly. Managers must always be available and approachable when are needed by customers, but it took more than a month for Mr. Shelton to get in touch with Presto Cleaner, thing that made him very persistent, due to lack of interest on the part of the company to provide a quick solution, especially for a problem which, as  discovered, was just a simple matter. Management must always make customers feel that they are very important to the improvement of the company. Third of all, the implementation of computer-based system that should have helped speed up the customer service, was a disaster actually. It was not a mess because it was a bad idea, but because employees had not enough time to learn how to use the new system. In this way, waiting time was doubled, compared with the old dry cleaning system. Then, considering the impoliteness of the company in Mr. Shelton’ regards, a refund for the order that was lost and a payment for the shirts the customer had to buy is the least the company can do, especially if we think that a factory can not go broke for less than 500$ and if we think that Mr. Shelton has clearly made understand that he will continue with his business with Presto Cleaner if he get what he asked. Last but not the least, Mr. Hoffman has made a huge mistake saying that maybe Mr. Shelton is not a customer who is worth to satisfy; this is an incorrect way of problem solving because it is true that maybe the customer was very demanding and stressful, but it is always important to find a balance between two different needs and because companies need everyday more customers to grow up or to go on working too. Afterwards, researches have shown that it is less costly to continue serving existing customers than to increase market share. If companies continue to provide high quality products and services, they will realize high customer loyalty and a customer who is satisfied by a company, he is also likely to spread positive word of mouth, creating more goodwill in the marketplace.