Critical Issues in the Scenario
There are various critical issues in the scenario. First and foremost, the cost of the complaint made by the customer could be significant. This implies that this is a major customer who purchases the products in bulk. As such, the financial repercussions could be too heavy for the company to bear. Secondly, customer loyalty and trust is at stake in this scenario. The customer in question is obviously disappointed. In case he or she was a loyal customer, then he or she will obviously refrain from purchasing products from that particular firm. Thirdly and related to customer loyalty, the competitiveness of the firm may also be negatively affected. Customers will shift to other firms that sell similar products. Moreover, customers who have experienced problems with the firm will discourage other potential customers from purchasing our products, hence continuous revenue reduction. Fourthly, poor communication within the organization is another critical issue. The fact that all the necessary information required from the customer was missing implies that there was lack of communication between the customer and the firm. Poor communication is a major factor that leads to dissatisfaction within customers.
How I would have solved the Issue
As a customer service representative, I would first determine the person who did provide adequate information required to make a perfect product. In case the mistake is on the firm’s employee, he or she would be liable for the costs incurred. Otherwise, if the mistake is on the customer, he or she will be informed of the repercussions of providing inadequate information. Moreover, as a customer service representative, I would put in place effective communication channels and mode to prevent such situations in the future.
References
Gitomer, J. H. (1998). Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know. Austin: Bard Press.
Grigoroudis, E., & Siskos, Y. (2009). Customer Satisfaction Evaluation: Methods for Measuring and Implementing Service Quality. Berlin: Springer Science & Business Media.
McKnight, W. (2013). Information Management: Strategies for Gaining a Competitive Advantage. Wales: Newnes.
Society of Consumer Affairs Professionals in Business. (2009). Customer Relationship Management, Volumes 1-3. Virginia: Society of Consumer Affairs Professionals in Business.
