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"Quality means conformance to the requirements of the customer."

- Philip B. Crosby

Problematic Customer

Actual Problem

Situation 1: When there is an actual problem, then is customer right in approaching the service provider for a solution?

When there is an actual problem with the product or the service and the customer approaches the service provider for a solution, then the service provider should ensure that the problem is solved as soon as possible with minimum botheration to the customer.

For example, there is genuine problem with the laptop of a customer and he lodges a complaint with the service provider, then the service provider should check and rectify it so as to satisfy the customer's demand.

Taking another example, if a person visits a restaurant to have dinner and finds that all the waiters instead of taking orders from the customers and delivering them, are just talking to each other and, thus, the customers have to wait for long before they are served. So if that person complaint about this to the service provider then the service provider should immediately take an action to rectify this problem so as to satisfy all his customers.

Now by solving the problem with the product/service, the service provider can also become right.

Not a Problem

Situation 2: Actually there is no problem but the customer thinks that there is then is he wrong?

When there is no problem actually but the customer is of the perception that there is a problem, then it all depends upon the service provider as that how he handles the whole situation because in this case there can be two situations: -

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* Contributed by: -
Shashank Gupta,
2nd Year, PGDBM,
ICFAI Business School, Hyderabad.