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Case of the Complaining Customer (HBR Case Study and Commentary)

Finkelman, Dan ; Goland, Tony ; Schlesinger, Leonard A. ; Nemeroff, Dinah ; Zemke, Ron ; Moller, Claus

Reference: HBS-90304-E
Number of pages: 13
Publication Date: May 1, 1990
Source: HBSP (USA)
Type of Document: Article

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Description

Shortly after installing a new computer system designed to provide quick and accurate service, the president of Presto Cleaner received an angry letter from a customer whose laundry had been lost by the system. The case study looks at the questions: How much service does a company or store owe a customer? Is the customer always right? In 90304 and 90316, four authorities on customer service--Leonard A. Schlesinger, associate professor at the Harvard Business School; Dinah Nemeroff, corporate director of customer affairs at Citicorp/Citibank; Ron Zemke, president of Performance Research Associates; and Claus Moller, president of Time Management International--consider Presto Cleaner's customer complaint. This HBR Case Study includes both the case and the commentary. For teaching purposes, this reprint is also available in two other versions: case study only, reprint 90315, and commentary only, reprint 90316.

Keywords

Customer relationship management Customer service