company complaint letter response analysis
Requirements
The analysis paper should include all of the following elements (and associated headings and subheadings):
(1) Introduction
a. A (brief) description of what led to the complaint.
b. The resolution being sought (what you wanted the firm to do in response to the complaint).
c. A discussion of what the firm was expected to do in response to the complaint.
d. A brief mention of how quickly the firm was expected to respond.
(2) Firm Response
If the firm does respond, the student should (a) describe the response, (b) discuss the adequacy of the firm’s response (in your opinion as a consumer), (c) and provide three reasons why you believe they responded in this manner. (d) What could the firm have done better to delight you?
Or
If the firm does not respond, the student should (a) discuss at least three realistic reasons why you think you did not receive a response (reasons like “the letter may have gotten lost in the mail†or “the manager is generally quite busy†are not acceptable), (b) write a letter to yourself (on behalf of the company) contains an appropriate response that addresses what you believe the firm should have done (put this on a separate sheet of paper in an appendix) , and (c) discuss why this letter would be an adequate response. (Note: What they should have done may not be exactly what you expected or wanted them to do.)
(3) Discussion
a. Discuss the effect that registering the complaint online might have had on influencing the firm’s
response. (That is, if you did register a complaint online, do you think it made any difference
in the response? If you did not register the complaint online, what difference do you think it
would have made if you had done so?)
b. Address how you now feel toward the organization.
c. Discuss your perspective on the statement “The customer who complains is the firm’s friend.â€
d. Discuss what you have learned from this experience.
e. How you will apply what you learned as you enter the business world?
Students are expected to use (and clearly label) services marketing concepts throughout your discussion to demonstrate an understanding of these concepts, as this is the primary purpose of this assignment.
The grading criteria used for evaluating your paper include your ability to relate material from readings and lectures to your paper, your ability to diagnose probable causes of problems and match them with appropriate solutions, depth and substance of your observations, persuasiveness of your discussion, and quality of writing. Concise, clear writing in both your letter and your paper is expected. As such, you will not receive extra credit for proper spelling, grammar, punctuation, etc., but will receive a poor evaluation of the assignment if these areas are found to be lacking.
