On-Time Technology Products recognizes that they should do more to connect with customers after a sale.
Assume you work in the On-Time Technology Products call center in Dayton, Ohio. A customer calls in and has a complaint about the quality on a digital timer for the kitchen that she bought last year at her local OTTC retailer. She does not have a receipt and never filled out the warranty card from the manufacturer.
The customer says, “I am very dissatisfied with the digital timer. On several occasions, the alarm didn’t go off. The final straw was last week when I hosted a party and all the food got burned in the oven.”
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OTTC has a strict 60-day return policy with the receipt. All OTTC products come with a one-year warranty provided by the manufacturer. Customers should immediately fill out a warranty card with a proof of purchase that they should mail to the manufacturer. Customers trying to return used OTTC products purchased on other company websites like ebay.com have become a frequent occurrence.
Beyond maintaining a technical support line between 8:00 a.m. and 5:00 p.m., they have done little else in the customer support area.
Search online for additional articles that will help you respond to the following questions.
- Use the 5 steps in problem solving process (see below).
- Show how using the 5 step problem-solving process led to solving the problem.
- Discuss how solving the problem in the manner you have chosen is fair to all customers.
- Provide your suggestion for increasing OTTC customer support after the sale.
Problem-Solving Process:
- Describe the problem.
- Decide the goal with respect to customer- relationship building.
- Brainstorm possible solutions.
- Eliminate possible solutions that are not feasible, ethical, or in line with company policy or goals.
- Solve the problem.
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