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%u2019t go off. The final straw was last week when I hosted a party and all the food got burned in the oven.
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.
Assignment Directions
Submit your response in a PowerPoint presentation consisting of slides, using 12-pt. font, to the Dropbox.