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the case of the complaining customer精选
HBR CASE S TUDY AND C OMMENTARY
What is the best way The Case of the
to handle cases of
complaining Complaining
customers?
Customer
Four commentators offer
expert advice.
by Dan Finkelman and Tony Goland
•
Reprint 90304
HBR CASE S TUDY
The Case of the
Complaining Customer
by Dan Finkelman and Tony Goland
.
D
E In an effort to improve service, Presto Cleaner • • •
V
R
E
S installed a new computer system, designed to Mr. J.W. Sewickley
E
R
S cut the customers’ waiting time and simplify the President, Presto Cleaner
T
H
G
I drop-off and pickup processes. But the system October 14, 1989
R
L
L was only a few months old when Mr. J.W. Dear Mr. Sewickley:
A
.
N
O Sewickley, the company president, received an My wife and I are angry, frustrated, and dis-
I
T
A
R angry letter from Mr. George Shelton, whose appointed ex-customers. We weren’t
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