• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

Presto Cleaners

Extracts from this document...

Introduction

THE CASE OF THE COMPLAINING CUSTOMER - PRESTO CLEANERS 1. Why is Mr. Shelton upset? What should be done to address his complaint? In relation to the operations manager's role in addressing major aspects of service quality, the following are the reasons Mr. Shelton's disappointment towards Presto Cleaner and possible solutions to address his complaint: * Tangible component of many services is important, which, in this case, is the new computer system. Its purpose of delivering an easy, convenient and time saving way to do laundry was not met. Delays with the vendor and the software may have cost time for testing the new system and training the employees to operate the system. Problems with the new computerized system could have been avoided had Presto Cleaners postponed the launch of the new system to accommodate enough time for testing, training their employees. * Service and service quality is a process. Listed in the table below are some determinants of service quality which Presto Cleaners failed to provide Mr. Shelton leading to his disappointment of the service: Determinants Situation What should be done to address the complain Reliability Presto Cleaners' new system misplaced Mr. ...read more.

Middle

This was obviously presented in Mr. Shelton's letter when he described how he and his wife patronized Presto Cleaners with the old system over competition despite paying a premium and comparing to his experience with the new system. A way to avoid such problem was to provide a transition period from the old system to the new system and not launch the new system full blast without the old system as back-up support. Some customers like Mr. Shelton appreciates change especially if it is geared towards improvement of the service, however, it is also easy for these customers to criticize the new system and notice its flaws as they can compare it with the old system that they are accustomed to. * Managers must expect exceptions. Despite unanimously agreeing that the new system may encounter problems, no precautionary measures were performed. This could have been avoided with the aid of a back-up support system. 2. Based on the information presented in the case; develop a comprehensive quality improvement plan for Presto Cleaner. The following are recommended to improve the service quality of Presto Cleaners: * Test new systems before full implementation. ...read more.

Conclusion

Courtesy Ensure utmost courtesy is practiced by all employees especially store personnel who are in direct contact with customers. Develop the values of respect, politeness, and friendliness. Communication Always set customer expectations. Once set, ensure that you are able to meet the expectation. If not, never fail to provide feedback before the expectation could be due to buy more time to deliver such expectation. Credibility Treat the customers as king by always giving them the benefit of the doubt. Verify the validity of customer complaints and/or claims but never make customers feel that you doubt them. Security Presto Cleaners should develop a system to ensure security of customers laundry to avoid mixing it up with other customers laundry. Less instances of this happening would give the customers the impression that we value the trust given to us by our customers. Understanding or knowing the customer The new system already addresses customer specific requirements in their laundry, which is very commendable. However, there is still a need to further enhance the new system. Tangibles Continuously improve the new system based on feedbacks received during the first days/weeks of implementation. ?? ?? ?? ?? - 1 - ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our International Baccalaureate Business Studies section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related International Baccalaureate Business Studies essays

  1. Difference in working culture of Malaysia & Singapore

    Watch your step! The burnt offerings, foodstuff and other items on makeshift altars that you'll see everywhere during the seventh month is meant to appease the dead. Spirits come by to partake of the feast and claim these offerings, so treat such items with respect and never step on the burnt offerings.

  2. Online Reservation Systems

    The content on many hotel reservation systems is becoming more and more similar as more hotels sign up to all the sites. Companies thus have to either rely on specially negotiated rates with the hotels and hotel chains or trust in the influence of search engine rankings or find out a special service to draw in customers.

  1. Apple: case sudy

    For Microsoft, Windows is utilised as a alternate, Dell Computers are a alternate and Sony goods for example the MP3 contestant may be exchanged for the freshly increasing iPod. In supplement, the development of wireless telephones has furthermore been advised a threat to the company's success.

  2. New business plan

    (Appendix I: Background of Royal Food - the "Shan" cuisine) 2. Analysis 2.1 Vision Our venture will stick to the following operation principles: * Assured special food and wonderful services. What we offer is the authentic royal Chinese food and the ambient environment and excellent services.

  1. Business plan for Laundry Toaster laundry dryer.

    Thus, it is going to be easier to penetrate the market and get into the people?s heart. The management that are responsible for the design of this product is Mr. Bernadlee San Baraim and Mr. Yusman Bin Mohd. Yunus. They are the person involved in designing the new product and help in designing the prototype of the product.

  2. Case Study of Reach Out, a business providing therapy to children with autism.

    Total = 10 Total = 7 While hiring Andrew did take some work off Laura and Neil?s shoulders, it did create some problems within Reach Out. As a result of employing him there were several complaints from families regarding the punctuality of therapists and failure to confirm appointments and reply to messages.

  1. Customer Service

    Customers are essential to business and our treatment of them should reinforce this. All organisations need as many customers as possible and that includes repeat business. If a customer is unhappy with us for any reason, we risk losing their continued custom and, what?s worse, a dissatisfied customer is very likely to tell others about our shortcomings.

  2. Questions on Globalisation and International Trade

    Investors may be cautious about Japan because of its reputation for burdensome regulations. 2. Compare and contrast these explanations of horizontal FDI: the market imperfections approach, Vernon?s product life cycle theory, and Knickerbocker?s theory of FDI. Which theory do you think offers the best explanation of the historical pattern of horizontal FDI?

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work