CASE STUDY- IInd

PRESENTED BY:-
HEMANT SACHAN
ANKIT GOYEL
ABHIJEET MISHRA
 COMPLAINT LETTER

It includes written complaint

against problem faced by any
company or a particular individual.
In a complaint letter , a detailed
description is written regarding
specific problem and a requisition
is made towards removing or
minimizing the problem and to
reach the appropriate solution.
 ABOUT THE CASE
Greye dot solution pvt ltd purchased
a fax machine from HBMIL for its
business two years ago.

The fax machine was not running

properly and the purpose was not
being accomplished as it was meant.
 Importance of fax machine in
GDSPL
Business of the company was running through
communication with their clients.

Communication was dependent on fax machine on

line basis but a big part of this communication was
going on through written communication.

To provide an ease for the customers regarding their

order , delivery process , demanding a request for
services and so on was done through fax machine.

So it was important that the company must have an

ultimate means of communication between its
employee and customers.
 CASE CONTINUES
The GDSPL complained many times
to solve out the problem in HBMIL
regarding improper working of the fax
machine.

The corrective actions was also taken

sometimes but again and again Fax
machine became out of order.

On making regular complaint by

GDSPL , the fax machine company
Managing partner of GDSPL also
mentioned that one employee is
corporating with them courtesy but
nothing much is in her control except
reaching communication to the
concerned person.
At last Ishita Verma requested to senior
sales territory manager to get the
problem irradiated by replacing the old
machine by new one because of
 COMPANY SCENARIO
Company was having a customer care executive
who was not very much capable in complaint
handling.

The employees of the company were handling the

complaints unwillingly. The reason behind that was
improper communication regarding accurate
problem to the hire management
 PROBLEM PERTAINING IN THE
CASE
The main problem in the case is concerned
with the replacement of the fax- machine
with a new one i.e., could they change that
machine or not ?
Because-
Øbusiness condition of HBMIL was not
good
ØCost-cutting drive was on
ØIntense competition
SERVICE DELIVERY BY HBMIL

ØService delivery was not adequate.

ØTheir financial condition was also not

allowing them to handle a particular
complaint again and again.

ØThe main problem in service delivery was

inadequate communication channel.
 STEPS SHOULD BE TAKEN
TOWARDS LETTER
ØThe complaint letter must transferred to the
senior sales territory manager for a better
understanding towards the letter.

ØIf it was not done so , customer care

executive must try to convince Ishaita verma
that they will shortly short out the main issue
pertaining in fax machine.
ØCustomer care executive should send back
a reply letter to ishita verma giving assurance
for proper and quick solution.
SOME STRAYTEGIES FOR IMPROVING
SERVICE QUALITY
ØOn time service.

ØAssurance to the customers.

 RECOMMENDATIONS
ØComplaint letter has its own value.

ØQuick and corrective action is required

against any complaint letter.

ØCompany should have a trainer who cam

inculcate the importance of customer
relationship within the new joiners.
ØThe hardware part and internal functioning
of fax machine must be get checked
thoroughly by any expert.

ØCorrective should be taken at primary stage

so that it may not crate a big default in latter
stage.

ØIf there is any possibility the can improve

they should improve technology while
focusing on cost reduction.
 Continued
ØThey can convince Ishita verma by telling about the
old model of that fax machine and by describing the
differentiation between the old technology and the old
one.

ØAt least if they were unable to replace that old

machine , they can create an empathy as well as loyalty
by sending back a letter to them, or by giving positive
response on each call.

ØIn place of replacing the machine they can find The

genuine problem in a specific part of machine by taking
assistance of any expert and that part can be replaced.
ØTo improve the service delivery ,HBMIL
should trained and develop interpersonal skills
of their employees working in the company.

ØAny complaint against any problem should

reach through appropriate concerned person in
any company.

ØQuarterly appraisal for service delivery and

customer satisfaction should be done.
 Conclusion
We can conclude by the case the employee of
fax machine company are not loyal towards
their companies long term profitability. They
are not contributing their optimum solution to
the company as well as customer. The
strategies should be changed as per intense
competition and also to sustain their business
for long term point of view.