Ab221 Customer Service

Running head On-Time engineering science Products heraldic bearing On-Time applied science Products Complaint Kaplan University AB221 node portion Tina Engle March 30, 2011 On-Time Technology Products Complaint On-Time Technology Products (OTTP) sells products related to time, and Mark MacGibson is the new electric chair of OTTP. OTTP has seldom had any client commissions because the companies pass away priority is client servicing. Mary Graff, the supervisor for the Customer Service Representatives plans was to take OTTP to an advanced level of excellent guest service.Unfortunately, bingle day the President received a complaint in written from a disabled individual, that has prompt his immediate attention. The complaint was in reference to the treatment abandoned by a gross sales model (Joanne) during the persons visit to the set up. The complaint read, Today I was at your repositing and wanted to procure a new laptop computer. I never write companies when small incidents continue (relative to my disability of being in a roulette motorbikechair), besides I feel that nows behavior by your sales staff was over the top and warrants this letter.I chose to inform you, the President, so that others in my particular at your transmit of business allow not be so offended. I felt very patronized when, after asking a question of your service/sales representative Joanne, she responded in an approximately kidskin alike piece not once, moreover three times Then she proceeded to break away on my rovechair as she was demonstrating the laptop to me. I felt it would hold in been more steal for here to use a chair, but when I suggested she do so, she said, Oh this provide merely take a minute or so and then continued to break away over me for another five transactionsI am incensed abundant to write this letter By the way, after leaving your store I will purchase my laptop from another store within the hour. After reading this person wri tten complaint I have come to the conclusion that this complaint is let because Joanne did not serve the disabled guest properly. Joannes communication with the customer was unfitting because she spoke in a child like voice, and leaned on the customers wheel chair.Where in actuality, Joanne should have spoke to the customer in a normal tone voice (instead of a childlike voice), sat in a chair at midsection level to the customer in the wheel chair (instead of leaning on the persons wheel chair), and continuing to lean on the customers wheel chair after the customer told her what they would elect for her to do. In my opinion, the President Mr. MacGibson should call (if their surround number is available), or communicate with this customer personally, and offer his true apology as well as compensation for what took place in their store.What I think Mr. MacGibson responds should is hullo Sir. /Mama, I am Mr. MacGibson the President of On-Time Technology Products and I would like to give you my sincere apology for what took place at our store during you visit. I would like to inform you that the mannerism Joanne showed during your visit is unacceptable, and was not the protocol of OTTP. To manipulate that this does not happen again I will personally make for certain that all of our employees are well trained, and aware of the Americans with Disabilities Act.In closing, I would also like to offer you compensation for what took place at our establishment although you stated you have purchased a laptop from another business. I would advocate that Mr. MacGibson put into play extensive homework at OTTP with understanding disabled customers, customer behavior, and exceptional service, and that should assure to keep up OTTPs reputation of seldom complaints. I say this because as a customer coming into an establishment they need to be understood, welcome, important, and comfortable with the sales representative. References The World of Customer Service, 2nd edi tion Pattie Gibson-Odgers (2008).