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    Session 3 Case RASOI: Products of India

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    Divya Naik
    The document describes a case involving an angry customer who sent back a defective grill to the company, Rasoi Products of India. The customer's letter explains that the grill malfunctioned and overheated, nearly causing a house fire. As the director of customer service, you must draft a response letter to the customer addressing the issue and explaining what actions will be taken.

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    Session 3 Case RASOI: Products of India

    Uploaded by

    Divya Naik
    38 views1 page
    The document describes a case involving an angry customer who sent back a defective grill to the company, Rasoi Products of India. The customer's letter explains that the grill malfunctioned and overheated, nearly causing a house fire. As the director of customer service, you must draft a response letter to the customer addressing the issue and explaining what actions will be taken.

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    Session 3 (1)

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    The document describes a case involving an angry customer who sent back a defective grill to the company, Rasoi Products of India. The customer's letter explains that the grill malfunctioned and overheated, nearly causing a house fire. As the director of customer service, you must draft a response letter to the customer addressing the issue and explaining what actions will be taken.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    38 views1 page

    Session 3 Case RASOI: Products of India

    Uploaded by

    Divya Naik
    The document describes a case involving an angry customer who sent back a defective grill to the company, Rasoi Products of India. The customer's letter explains that the grill malfunctioned and overheated, nearly causing a house fire. As the director of customer service, you must draft a response letter to the customer addressing the issue and explaining what actions will be taken.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 1

    Session 3

    Case RASOI: Products of India

    Managers occupying junior-to-middle level positions in large organizations are often


    called upon to resolve disputes. Some of these are disagreements between lowerlevel supervisors and employees; some are disputes with suppliers or distributors;
    others, like the dispute in this case, are between the organization and a customer.
    Every customer has a value to an organization, and every customer has a price to
    that organization. Customers are, of course, the lifeblood and source of revenue to
    a business, but not all customers are worth saving. Some, in fact, may be more
    trouble and expense to maintain than theyre worth. Dealing with customers or
    with anyone else who is in disagreement with your organization requires patience,
    tact, and a certain measure of skill. A variety of response modes is open to the
    manager who faces an angry customer, along with a range of options in dealing
    with the case.
    Read the following letter written by an angry customer.

    28th December 2013


    312 Bailey Road
    Patna, India
    Office of the CEO
    Rasoi:
    Products
    India

    of

    Dear Sir:
    Enclosed you will find
    one
    GrillMaster
    indoor smokeless grill.
    I am sending this
    marvel of technology
    to
    you
    directly
    because Im so damn
    mad I can barely see
    straight.
    As you will observe,
    the grill doesnt work.
    The cooking element
    somehow
    malfunctioned,
    the
    control
    mechanism
    and cord overheated,
    and
    the
    resulting
    electrical surge nearly
    burned
    the
    house
    down. While trying to
    unplug the grill, I

    Write a letter to the customer explaining what


    you have chosen to do. Assume that you are the
    director of customer service and report through
    the vice president for sales and marketing to the
    president. Your customer letter should be in
    finished form, ready to transmit.

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