Presto Cleaner

Mr.. Shelton Is upset because the complaint office doesn’t do his work well. The Interaction between Mr.. Shelton and Paul Hoofer have made the bad situation worse. This case brings together the customer expectation and the service that Presto cleaner had to offer. The customer expectations are influenced by many different factors such as: C] Personal needs D Word of mouth Reputation of the company I can deduce that the quality in this case is not the best. The larger issue on Presto Cleaner staff agenda must be to modernize quality performance, just as he’s working to update his technology.
Both service and infrastructure should be state-of-the-art. The quality also is acknowledged as a necessary requirement successful competing and surviving in the market place. Defining quality I can stress four important points: C] D D D Quality: The ability of a product or service to meet or exceed customer expectation Ability: The competence, either native or acquired, that enables one to do something well Consistently: refers to a reliable or steady pattern of performance Expectations: a state of anticipation about a future This four points are very important on keeping close the customers and especially for he rivalry on the market.
In fact Paul Hoofer don’t think about how to work out the complaint, but his thought is to close this case as soon as possible even if the company will lose an costumer. Purely in economics terms, the loss could be enormous. Assume that Presto Cleaner manages to lose one customer a day. Based on Mr.. Shelton estimates of his laundry expenditures, the annual revenue loss from such an unnoticed customer defection would reach almost $500000. In this context, Mr.. Shelton request is not at all unreasonable. To remedy this situation, Presto Cleaner’s president, Mr.. Sickles, should take some Immediate first steps.

First, he should send a letter of apology to Shelton with two enclosures: a $235 check, to cover the $35 charge for the delayed order and the $200 cost of four new shirts, and a $50 certificate for future Presto Cleaner service. He should act on the principle that, having made service mistakes, Presto Cleaner should bear all the customer’s out-of-pocket costs. Presto Cleaner By Andre send a complain letter at Mr.. Hoofer, that is the responsible of the Complaining The case regards Mr.. Shelton as a complaining customer and Paul Hoofer as a expansible of Complaining Office.

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