George Shelton

George Shelton, a regular customer at Presto cleaners was not very satisfied of the dry cleaners new computer ordering system. This new system was designed to be easier, more convenient for the customers but instead George Shelton found that this system caused a longer wait and more problems. The problem with Presto cleaners using the newly installed system was that the staff members were not fully trained to handle a situation where a problem occurs when using this new system. Usually when customers are not satisfied with the service of the technology they blame the staff when it is actually the system that is not working effectively, and this is what George Shelton did as well.   He was one of the first few customers to use this new system and he was not pleased at all, his whole laundry was lost and he felt that the staff did not care about what had happen.  

Shortly after installing a new computer system designed to provide quick and accurate services, the president of Presto Cleaner received an angry letter from a George Shelton stating his experience at the dry cleaners. The president sent the letter to Paul Hoffner, who was in charge of the customer complaint office and he took over to try to solve the case of the customer. George Shelton felt like he did not get any attention about his situation from Paul Hoffner

The stated objective of Presto cleaners was to make the customer satisfied by   providing fast and efficient dry-cleaning service which would help reduce the waiting time for the customers and their goal was to make the customers want to continue business at their company. One may believe that the real objective is to improve Presto Cleaning's technology so that they can stay above the competition in the dry-cleaning business and in the same time reduce the labour cost. The company wants to give the customer quality while becoming technologically advanced.

  1) Was there anything wrong with the system?

  2) Describe what happened in...