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Angry Customer Reply Letter

In: Business and Management

Submitted By anishsg
Words 693
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Session 3 Case RASOI: Products of India
Managers occupying junior-to-middle level positions in large organizations are often called upon to resolve disputes. Some of these are disagreements between lower-level supervisors and employees; some are disputes with suppliers or distributors; others, like the dispute in this case, are between the organization and a customer.
Every customer has a value to an organization, and every customer has a price to that organization. Customers are, of course, the lifeblood and source of revenue to a business, but not all customers are worth saving. Some, in fact, may be more trouble and expense to maintain than they’re worth. Dealing with customers – or with anyone else who is in disagreement with your organization – requires patience, tact, and a certain measure of skill. A variety of response modes is open to the manager who faces an angry customer, along with a range of options in dealing with the case.
28th December 2013

312 Bailey Road
Patna, India
Office of the CEO
Rasoi: Products of India

Dear Sir:
Enclosed you will find one “GrillMaster” indoor smokeless grill. I am sending this marvel of technology to you directly because I’m so damn mad I can barely see straight.
As you will observe, the grill doesn’t work. The cooking element somehow malfunctioned, the control mechanism and cord overheated, and the resulting electrical surge nearly burned the house down. While trying to unplug the grill, I managed to burn my left hand, though not seriously.
Since we live in a cold climate and it’s not often possible to go to the backyard to use the grill, I thought this new “GrillMaster” of yours was just the answer we’d been looking for. But I now realize that this was Rs. 5000 plus tax wasted on a badly made product – and a potentially dangerous product, at that.
I took the grill to the shop where I had bought it, but they said the manufacturer is responsible for the item, not them. They were sympathetic but couldn’t seem to help. I’m sending this grill to you so that you will know what poorly designed products you’re turning out, and so that you will take a look at the design of this thing before someone else gets hurt.
We won’t settle for third-rate merchandise any longer. As I look for another smokeless grill, I’ll be sure to see if I can find one with a European label.

Sincerely,
Mr. Arindam Dey
Read the following letter written by an angry customer. * Write a letter to the customer explaining what you have chosen to do. Assume that you are the director of customer service and report through the vice president for sales and marketing to the president. Your customer letter should be in finished form, ready to transmit.
30th December 2013
Dear Mr. Dey
Thank you for taking time and efforts to communicate to us why our product did not meet your expectations. We apologize for the inconvenience caused to you due to the malfunctioning of the product.
The company aims to consistently deliver a professional service to our customers and I would like to state that on this occasion the level of service you received was unacceptable. We are making every possible effort to address your needs and provide the best solution available to resolve your issue. We will thoroughly investigate the matter and if the product is found faulty we will replace it and deliver it to your home. We will be in contact with you to make our best attempt to provide you with a solution in the next 7 days.
Thank you for bringing this matter to my attention and I sincerely hope that that you will have no further cause for any complaint in relation to our service. Again I, on behalf of my team, highly appreciate your feedback as it will assist us in becoming better at what we do. It's our goal to retain you as a satisfied customer and will hope to serve you again in the future. Mr. XYZ Chief customer Service Officer Office of the CEO 312 Bailey Road Patna, India Rasoi: Products of India

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