Chart Descriptions excercise

1. Customer complaints
Number and type
Camila Velázquez
Demi Salmeron
Miguel Reyes
Miguel Alvarado

2. Current situation at Baños Ortiz
Sales
rocketed
HB
Boom necessity
of our products
Increase
customer
complaints
★ Ignoring Complaints:
○ Customer loss.
○ Damaged reputation.
★ Attending complaints:
○ Shows our priority is the
customer satisfaction.
○ Maintains our positive
tendency.

3. Customer complaints
Two years ago: started from 20%
Last year: rocketed from 35% to 90%

4. Main types of complaint
● Unfriendly treatment by staff
● Staff not familiar with products

5. Contingency plan
Hands on training courses to serve customers.
Better staff selection process.
Double checking the sold product and customer info.
Scout for new delivery routes.
Study new production materials.