Click to read ‘The case of the complaining customer’ from the HBR website up to the sentence ‘What is the best way to handle cases of complaining customers?’
- If you were in charge of Presto Cleaner’s, what would be your response to Paul Hoffner?
Now read the rest of the article to see others would have responded to the complaint.
It is rare that there is just one way to respond to a scenario or situation, so do not consider that the responses you have to the above scenario will be judged as right or wrong. Share your scenario with a work colleague or friend and ask them to tell you whether 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 assessor.
