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- Title
The Customer Complaint Letter: A Student Exercise in Six Sigma.
- Authors
Finch, Byron; Salzarulo, Peter
- Abstract
The article focuses on the Customer Complaint letters of customers. It states that the letter of Bill Camper that was sent to CEO Ron Avery shows the poor service at the Avery Auto Sales. It mentions that the letter of Camper determines possible problems on service quality including the mix-up on schedule, the failure of technician to diagnose problems, and the exploitation on customers by unnecessary replacing parts to rise the parts sales of the dealership.
- Subjects
COMPLAINT letters; CONSUMER complaints; AVERY, Ron; CAMPER, Bill; ELECTRONIC technicians; QUALITY of service
- Publication
Decision Sciences Journal of Innovative Education, 2011, Vol 9, Issue 2, p307
- ISSN
1540-4595
- Publication type
Article
- DOI
10.1111/j.1540-4609.2011.00309.x