P2CS2-1
Table of Contents
Case Study
A carpet cleaning company visits a woman who is using a special voucher to get three carpets cleaned at a discount price. The woman leaves the house and does not return until after the team have finished and left. She notices that a large stain on the carpet has not been removed and immediately calls the company to complain.She is very irate over the phone as she accuses the cleaners of failing to do a good job, and points out that the company’s advert offers 100 percent satisfaction.The owner of the company refuses to return to the house to look at the stain, claiming that the coupon is only valid for a single visit, and that it is the woman’s fault for not remaining at the house while the carpets were being cleaned.The unhappy woman vows to never use the company again, and hangs up the telephone.
- If you were the owner of the company how would you have dealt with the customer?
- What could be the impact of the dissatisfied customer on the carpet cleaning company?
It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your tutor.