Think about a time you received a product or service and you were not satisfied with the quality of the service or product.
Prompt: Think about a time you received a product or service and you were not satisfied with the quality of the service or product. For this case study, you will focus on the four components of customer‐relationship management that are essential in total quality management. This case study will examine your viewpoint as the customer and put you in the seat of the quality manager.
1. Complaint Resolution. Provide two to three sentences for each viewpoint.
Customer Viewpoint: Explain the nature of the quality issue for your service or product and provide a description of how you went about addressing your quality complaint with the service provider or product manufacturer. Were you satisfied with how your complaint was handled?
Quality Manager Viewpoint: Explain why complaints or defects should be viewed as a good thing from a company standpoint.
OL-324-Case-Study-Two-Guidelines-and-Rubric
Answer preview to think about a time you received a product or service and you were not satisfied with the quality of the service or product.
APA
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