Service Guarantee, Pappas Artisanal - Case Study Example

In any of the two instances, you shall contact our customer care at the outlet in which you experience the inconvenience and a voucher shall be offered instantly. There shall be no need to prove the inconvenience, as the customer care agent will be able to verify the details. Terms and conditionsThe claim shall be made within 20 minutes of the breachThe customer shall present a receipt for a claim on delayed deliveryCustomer care agent shall visit the customer’s table to verify the difference between delivery and customer’s descriptionFor claims on order description, the customer shall not have left the restaurant premises between the time of delivery and time of claimThe presented meal for non-correspondence with description must have been part of the branch’s available meals at the timeThe service guarantee ensures that customers get time to value for their money and that the company meets customer’s needs.

These add value to the quality of products that we offer in differentiated packages. Article critique: Recovering and learning from failureTax and Brown authored the article, ‘Recovering and learning from a service failure,’ which Sloan Management Review published in the year 1998. The authors, based on empirical study, explain the role of effective customer relationship management on the profitability of organizations through establishing customer loyalty, customer satisfaction, and increasing revenues.

The authors argue for the significance of customer relationship management and recommend a shift from offensive marketing strategies for attracting new customers to defensive customer retention strategies. The article is important because of its informative content that is vital to organizations in perfect competition markets. The high-level competition that technology facilitates has led to the exploration and exhaustion of offensive marketing strategies that are common among competing organizations.

Consequently, focus on offensive marketing strategy may be ineffective and therefore a waste of resources. The article however offers a solution to this problem through customer relationship management and is therefore important to organizations’ management. The ideas of the inevitability of customer dissatisfaction and the service recovery process are the most useful information from the article. Acknowledging that customers may be dissatisfied, at some points, forms a basis for willingness to resolve customers’ concerns while the process enlightens and empowers towards the realization of benefits of effective recovery from failure.

The information in the article might help me in conflict resolution in different relationships in the business environment. Identification and resolution of problems in the conflicts promises sustained relationships while the last two stages of the service recovery process might further improve my managerial potentials in organizational setups (Tax and Brown, 1998).