Ab221 Customer Service

Running head: On-Time Technology Products Complaint On-Time Technology Products Complaint Kaplan University AB221 Customer Service 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 President of OTTP. OTTP has seldom had any customer complaints because the companies top priority is customer service. Mary Graff, the supervisor for the Customer Service Representatives plans was to take OTTP to an innovative level of excellent customer service. Unfortunately, one day the President received a complaint in written from a disabled person, that has prompt his immediate attention. The complaint was in reference to the treatment given by a sales representative (Joanne) during the persons visit to the store. The complaint read, â€Å"Today I was at your store and wanted to purchase a new laptop computer. I never write companies when small incidents occur (relative to my disability of being in a wheelchair), but I feel that today’s 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 circumstance at your place of business will not be so offended. I felt very patronized when, after asking a question of your service/sales representative Joanne, she responded in an almost childlike voice – not once, but three times! Then she proceeded to lean on my wheelchair as she was demonstrating the laptop to me. I felt it would have been more appropriate for here to use a chair, but when I suggested she do so, she said, â€Å"Oh this will only take a minute or so† and then continued to lean over me for another five minutes! I am incensed enough 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 written complaint I have come to the conclusion that this complaint is legitimate because Joanne did not serve the disabled customer properly. Joanne’s communication with the customer was inappropriate 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 eye 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 prefer for her to do. In my opinion, the President Mr. MacGibson should call (if their telephone number is available), or communicate with this customer personally, and offer his sincere apology as well as compensation for what took place in their store. What I think Mr. MacGibson responds should is; â€Å"Hello 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 assure that this does not happen again I will personally make sure 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 â€Å"you have purchased a laptop from another business. I would recommend that Mr. MacGibson put into play extensive training at OTTP with understanding disabled customers, customer behavior, and exceptional service, and that should assure to keep up OTTP’s 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 edition Pattie Gibson-Odgers (2008).