Complaint Letter- Hemant

CASE STUDY- IInd PRESENTED BY:HEMANT SACHAN ANKIT GOYEL ABHIJEET MISHRA

COMPLAINT LETTER It includes written complaint against problem faced by any company or a particular individual. In a complaint letter , a detailed description is written regarding specific problem and a requisition is made towards removing or minimizing the problem and to reach the appropriate solution.

ABOUT THE CASE Greye dot solution pvt ltd purchased a fax machine from HBMIL for its business two years ago. The fax machine was not running properly and the purpose was not being accomplished as it was meant.

Importance of fax machine in GDSPL Business of the company was running through communication with their clients. Communication was dependent on fax machine on line basis but a big part of this communication was going on through written communication. To provide an ease for the customers regarding their order , delivery process , demanding a request for services and so on was done through fax machine. So it was important that the company must have an ultimate means of communication between its employee and customers.

CASE CONTINUES The GDSPL complained many times to solve out the problem in HBMIL regarding improper working of the fax machine. The corrective actions was also taken sometimes but again and again Fax machine became out of order. On making regular complaint by GDSPL , the fax machine company

Managing partner of GDSPL also mentioned that one employee is corporating with them courtesy but nothing much is in her control except reaching communication to the concerned person. At last Ishita Verma requested to senior sales territory manager to get the problem irradiated by replacing the old machine by new one because of

COMPANY SCENARIO Company was having a customer care executive who was not very much capable in complaint handling. The employees of the company were handling the complaints unwillingly. The reason behind that was improper communication regarding accurate problem to the hire management

PROBLEM PERTAINING IN THE CASE The main problem in the case is concerned with the replacement of the fax- machine with a new one i.e., could they change that machine or not ? BecauseØbusiness condition of HBMIL was not good ØCost-cutting drive was on ØIntense competition

SERVICE DELIVERY BY HBMIL ØService delivery was not adequate. ØTheir financial condition was also not allowing them to handle a particular complaint again and again. ØThe main problem in service delivery was inadequate communication channel.

STEPS SHOULD BE TAKEN TOWARDS LETTER ØThe complaint letter must transferred to the senior sales territory manager for a better understanding towards the letter. ØIf it was not done so , customer care executive must try to convince Ishaita verma that they will shortly short out the main issue pertaining in fax machine.

ØCustomer care executive should send back a reply letter to ishita verma giving assurance for proper and quick solution.

SOME STRAYTEGIES FOR IMPROVING SERVICE QUALITY ØOn time service. ØAssurance to the customers.

RECOMMENDATIONS ØComplaint letter has its own value. ØQuick and corrective action is required against any complaint letter. ØCompany should have a trainer who cam inculcate the importance of customer relationship within the new joiners.

ØThe hardware part and internal functioning of fax machine must be get checked thoroughly by any expert. ØCorrective should be taken at primary stage so that it may not crate a big default in latter stage. ØIf there is any possibility the can improve they should improve technology while focusing on cost reduction.

Continued

ØThey can convince Ishita verma by telling about the old model of that fax machine and by describing the differentiation between the old technology and the old one. ØAt least if they were unable to replace that old machine , they can create an empathy as well as loyalty by sending back a letter to them, or by giving positive response on each call. ØIn place of replacing the machine they can find The genuine problem in a specific part of machine by taking assistance of any expert and that part can be replaced.

ØTo improve the service delivery ,HBMIL should trained and develop interpersonal skills of their employees working in the company. ØAny complaint against any problem should reach through appropriate concerned person in any company. ØQuarterly appraisal for service delivery and customer satisfaction should be done.

Conclusion We can conclude by the case the employee of fax machine company are not loyal towards their companies long term profitability. They are not contributing their optimum solution to the company as well as customer. The strategies should be changed as per intense competition and also to sustain their business for long term point of view.