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Unformatted text preview: Varun Gupta Section A 1. If I were the owner of the dry cleaning service, I would have surely reimbursed the customer. However, the reimbursement will be in $300 worth of dry cleaning vouchers as opposed to hard cash or greenbacks. Although the demands of the customers seem excessive, there are strong reasons for compensating the customer. First of all, the inconvenience faced by the customer was entirely the store’s fault as it was the staff that mislabeled the suit, something that prompted the customer to buy the substitute suit when he might not have done so out of his own volition had the suit been returned on time. Secondly, same day service and satisfaction guaranteed are the tenets on which DryClean functions and its image hinges on, so if it is perceived by the customers that these are just catchphrases or empty words, and DryClean Express’ commitment to them is conspicuous by its absence, the image of DryClean Express might be affected. The store manager’s interpretation of satisfaction guaranteed promise also seems warped and is affected....
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This note was uploaded on 02/15/2010 for the course MM 501 taught by Professor Jackhempsey during the Fall '09 term at Punjab Engineering College.
- Fall '09