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| Author: | Finkelman, D. Goland, T. |
| Title: | The case of the complaining customer (!Presto Cleaner) |
| Journal: | Harvard Business Review
1990 : MAY-JUN, VOL. 68:3, p. 9-13, 16, 20-21, 24-25 |
| Index terms: | CUSTOMERS COMPLAINTS COMPUTER SYSTEMS COMPENSATION CONSUMER SATISFACTION |
| Language: | eng |
| Abstract: | 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. The system was only a few months old when the company president received an angry letter from a customer whose laundry had been lost by the new system. Presto Clener's complaint-handling operations are described and discussed. Several questions are addressed: Are there circumstances under which 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? Four authorities on customer service consider the Presto Cleaner's case. |
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