Case_Study_Two_Voice_of_the_Customer.docx 3-2 Case Study Two: Voice of the Customer OL

Case_Study_Two_Voice_of_the_Customer.docx    3-2 Case Study Two: Voice of the Customer  OL-324-J2429 Managing Quality  Complaint Resolution  During a stopover to Afghanistan at an airport in Ireland I, unbeknownst to me, ran my card through a credit card skimmer and shortly thereafter had my checking account drained. I did not blame the bank for someone else™s criminal activity, but I did take issue with their response.They told my wife it would take up to 2 weeks to return the money to or account. She explained we had little money and two kids to feed while her husband was on her way to Afghanistan. This did not matter. Social medica, specifically Twitter was fairly new, and she Tweeted her issue. This public complaint expedited immediate contact from the bank and ultimately returned the money to our account in less than 24 hours.While We both would have preferred the initial contact to resolve the problem my wife and I were extremely pleased with the ultimate outcome. The bank resolved to do better in the future, and We believed them. I still do. Their resolution and action made us ambassadors to their customer service. They turned an unfavorable situation around into a favorable one.  Feedback  When this eventoccurred, the initial response was a by the book response. The representative was sympathetic but insisted that 2 weeks was a reasonable turnaround time for such an event.After my wife publicly complained and were made whole my wife ended up participating in a video shoot talking about the experience about ab