Case of the Complaining Customer HBR Case Study and Commentary

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Management article

Reference no. 90304

Authors: Dan Finkelman (Harvard Business School); Leonard Schlesinger (Harvard Business School); Tony Goland (Harvard Business School); Dinah Nemeroff (Harvard Business School); Ron Zemke (Harvard Business School); Claus Moller (Harvard Business School)

Published by: Harvard Business Publishing

Originally published in: "Harvard Business Review", 1990

Revision date: 26-May-2017

Length: 16 pages

Topics: Computer systems; Customer service; Customer relationship management

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Abstract

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 and commentary only.