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Chantale and Clinton Call for Service

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The case is about The Riley’s poor experience of buying a refrigerator. They purchased a completely new refrigerator from one of the greatest mall chains in Canada, the Canadian. The refrigerator subsequently began to malfunction. After receiving poor service from the vendor’s service center they tried to think of an effective approach to handle the situation. They had to decide to both do nothing at all and treat the situation as an isolated incident, walk away vowing not to ever deal with this particular retailer/brand, or prepare a written complaint to the retailer and protest about the service and demand some form of an apology and compensation. I believe that the “Chantale and Clinton Call for Service” is an actual case addressing …show more content…

This can itself be a potential threat as the Riley’s may actually stat spreading their poor experience with the company.
In general, due to their past experience Chantale and Clinton’s service expectations from The Canadian are that they provide customer-oriented services and that the company values its customers and prioritizes their concerns over anything else. To be more specific, as what we have seen in this case, Chantale and Clinton thought so high of the company that they actually expected the following:

1) A quick and well-mannered response and follow up on their request or phone calls instead of constant transfer of their requests from one party to another.

2) Maintains constant communication with the customers and provide recent updates and feedback for important changes (e.g., technician could not come on the day);

3) Reliable service offering (e.g., when an appointment is set by the service center, it shall be meet at any cost!)

4) On time delivery and repair service as well as timely communication to save customer time.

5) Has department to bridge the gaps or escalation the issue in a timely manner.

6) Flexibility, (e.g., provide a temporary solution that can help the customer while waiting for the appliance to be fixed, for example: delivery of a small fridge for temporary use).

7) Care for the customer needs especially monetary needs, e.g.,

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