Reference no: EM133507389

Case Study: Alex picks up his 4-year-old, yellow, Labrador Retriever from a 6-week Board and Train Program. His dog has performed well during the training and Alex seems pleased with the progress his dog has made during its stay. During the "Go-home" session, Alex remarks at how well the dog is doing and states "I never thought I'd see him behave this well! Alex pays the balance for the training, and you help him load his dog's food and bed into his truck. It is a very hot day outside and temperatures are nearing 95 degrees Fahrenheit. As Alex leaves, you see him driving off with his dog riding in the bed of his truck standing on a hot, black bedliner.

Later that evening, Alex contacts you and states that he had to take his dog to the vet for injured paws. The vet stated that the dog had severe burns on the pads of his feet and that the burns were likely chemical burns caused by the products used to clean the dogs kennel for the past six weeks. Alex states that he is displeased with how his dog was cared for and demands that you reimburse him for the training and pay the $450 vet bill that he incurred.

Question 1: What options do you have to resolve the situation?

Question 2: How do company policies influence how to handle the situation?

Question 3: Will offer any guarantees? Why/why not? Will offer a refund? Why/why not?

Question 4: How could decision impact client?

Question 5: How could decision impact business?

Question 6: What is the ideal outcome for business?

Question 7: How will business respond?