How to handle the complaint from the customer

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Reference no: EM13741189

You just took a new job as general manager with a manufacturing company. They brought you in because sales and profits are declining. As you look into the company sales and profits issues during the first few weeks, you also observe that in addition to the declining sales, the company has complaints from customers about a variety of issues, including late shipments, defective products, and wrong invoices. Your sales and manufacturing groups blame each other and the customer for the issues, including misleading information given to the customer by sales, incorrect information from the customer regarding specifications, and unrealistic ship dates. On Thursday morning of your third week, a customer called with a complaint about a defective product. The cost of the complaint could be significant. The department managers all have different opinions on how to handle the complaint. By Thursday afternoon, you find that some of the required information to make the part was missing. It was a rush job. The information is normally requested from the customer by customer service. By late Thursday, you have the following positions:

You have two roles here. The first is how to handle the complaint from the customer. Secondly you must decide on the customer relations position you want for the company.

Read the You Decide scenario and decide on a response. Your goal is to identify the critical issues in the scenario and determine how you would resolve the situation. Write a report correctly formatted of at least 350 words.

Reference no: EM13741189

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