CASE STUDY- IInd

PRESENTED BY:-HEMANT SACHAN

ANKIT GOYELABHIJEET MISHRA

COMPLAINT LETTER

It includes written complaint against problem faced by any company or a particular individual. In a complaint letter , a detailed description is written regarding specific problem and a requisition is made towards removing or minimizing the problem and to reach the appropriate solution.

ABOUT THE CASE

Greye dot solution pvt ltd purchased a fax machine from HBMIL for its business two years ago.

The fax machine was not running properly and the purpose was not being accomplished as it was meant.

Importance of fax machine in GDSPLBusiness of the company was running through communication with their clients.

Communication was dependent on fax machine on line basis but a big part of this communication was going on through written communication.

To provide an ease for the customers regarding their order , delivery process , demanding a request for services and so on was done through fax machine.

So it was important that the company must have an ultimate means of communication between its employee and customers.

CASE CONTINUESThe GDSPL complained many times to solve out the problem in HBMIL regarding improper working of the fax machine.

The corrective actions was also taken sometimes but again and again Fax machine became out of order.

On making regular complaint by GDSPL , the fax machine company started to avoid those complaints by not receiving phone calls , sending a person who can correct the fault rarely.

Managing partner of GDSPL also mentioned that one employee is corporating with them courtesy but nothing much is in her control except reaching communication to the concerned person.At last Ishita Verma requested to senior sales territory manager to get the problem irradiated by replacing the old machine by new one because of manufacturing flaws in old one.

COMPANY SCENARIO

Company was having a customer care executive who was not very much capable in complaint handling.

The employees of the company were handling the complaints unwillingly. The reason behind that was improper communication regarding accurate problem to the hire management

PROBLEM PERTAINING IN THE CASE

The main problem in the case is concerned with the replacement of the fax- machine with a new one i.e., could they change that machine or not ?

Because-business condition of HBMIL was not goodCost-cutting drive was onIntense competition

SERVICE DELIVERY BY HBMIL

Service delivery was not adequate.

Their financial condition was also not allowing them to handle a particular complaint again and again.

The main problem in service delivery was inadequate communication channel.

STEPS SHOULD BE TAKEN TOWARDS LETTER

The complaint letter must transferred to the senior sales territory manager for a better understanding towards the letter.

If it was not done so , customer care executive must try to convince Ishaita verma that they will shortly short out the main issue pertaining in fax machine.

Customer care executive should send back a reply letter to ishita verma giving assurance for proper and quick solution.

SOME STRAYTEGIES FOR IMPROVING SERVICE QUALITY

On time service.

Assurance to the customers.

RECOMMENDATIONSComplaint letter has its own value.

Quick and corrective action is required against any complaint letter.

Company should have a trainer who cam inculcate the importance of customer relationship within the new joiners.

The hardware part and internal functioning of fax machine must be get checked thoroughly by any expert.

Corrective should be taken at primary stage so that it may not crate a big default in latter stage.

If there is any possibility the can improve they should improve technology while focusing on cost reduction.

ContinuedThey can convince Ishita verma by telling about the old model of that fax machine and by describing the differentiation between the old technology and the old one.

At least if they were unable to replace that old machine , they can create an empathy as well as loyalty by sending back a letter to them, or by giving positive response on each call.

In place of replacing the machine they can find The genuine problem in a specific part of machine by taking assistance of any expert and that part can be replaced.

To improve the service delivery ,HBMIL should trained and develop interpersonal skills of their employees working in the company.

Any complaint against any problem should reach through appropriate concerned person in any company.

Quarterly appraisal for service delivery and customer satisfaction should be done.

Conclusion

We can conclude by the case the employee of fax machine company are not loyal towards their companies long term profitability. They are not contributing their optimum solution to the company as well as customer. The strategies should be changed as per intense competition and also to sustain their business for long term point of view.