Safeway: Customer Relationship Management Representative

As a customer relationship management representative, it is very important to value any and all customer complaints. When a customer is upset about an organization, the customer relationship management representative should take action immediately. It is important to remember that earning new customers can cost up to 10 times as much as supporting present customers (source). Therefore, how an organization handles customer complaints may determine additional cost factors. Furthermore, it is more cost efficient and effective to attempt to resolve issues and repair problems between customer and an organization. The lasting effects of one dissatisfied customer may cause negative word of mouth to spread amongst a given population. Negative word of mouth can damage relationships and hurt or discredit the reputation of an organization.

When a complaint is

One complaint involved a customer that was displeased with the organic cereal that Safeway had to offer. The customer asked my manager if there was any way that she could special order the cereal. My manager said that she could not order the cereal, the customer rebutted by informing my manager that other customers have gotten their grocery orders granted in the past. The customer ended up leaving the store while cursing. My manager was in the wrong in this situation and could have easily looked up the product and had it shipped to the store. However, my manager felt bothered from the customer and was busy doing other managerial work at the time. If I were the customer service representative, I would have wrote down he customer information, including the product information and assured the customer that I would look into ordering the product once time permitted. This would have kept the customer happy and retained the organizations relationship with the