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: