Complaint Handling ExamplesI have had the opportunity to experience different levels of customer service from different companies in the appliance repair service industry. These experiences ranged from very positive to extremely negative. I encountered poor customer service when the dishwasher in my house stopped working properly and was only cleaning dishes that were in the bottom rack. I contacted the warranty company and they found a repair provider in my area and were able to schedule an appointment for the technician to come out and evaluate the situation. Once the technician has inspected the dishwasher, he has concluded that a part will need to be replaced. He said he will order this new part and contact me to schedule the installation. After about two weeks of not receiving any updates from the repair technician, I called the company and got in touch with the customer service representative who was not familiar with my case and all I can say is that they will contact the technician who is taking care of my repair and will call me back within 24 hours. As 24 and then 48 hours went by without receiving a call from the company, I called them again and was put through to another representative who was once again unfamiliar with my situation and had no status update. order of the piece. They gave the same response that the technician would call me back, but instead I asked to speak to their manager and was transferred to another person, presumably a manager. Even talking to the manager didn't yield any results since he didn't have any information about the status of the order either. At this point I decided to contact the warranty company and have them try to get some... half of paper ......organizational hierarchy and searchable on the company intranet. This would provide all employees with the opportunity to contribute solutions that solve customer problems. Obvious differences are evident after comparing the complaint handling processes of the previously described appliance repair companies with the recently developed procedure for handling customer problems. In the case of the first organization, with the poor customer service response, it appears that once the representative was unable to handle the initial request there was no mechanism in place to escalate and monitor the progress of the issue within of the company. Another component that seems to be missing in that organization is the measurement, analysis and feedback process that would provide management with notifications regarding any pending and unresolved issues.