Describe a customer experience you have personally encountered where the good, service, or both were unsatisfactory (e.g., defective product, errors, mistakes, poor service, service upsets, etc.). How might the organization have handled it better? Specifically identify how operations management could have helped to relieve or eliminate the problem.

Your initial response should be a minimum of 200 words. Graduate school students learn to assess the perspectives of several scholars. Support your response with at least one scholarly or credible source in addition to the text.

Guided Response: Respond to at least two of your fellow students’ or instructor posts in a substantive manner, and provide information or concepts that they may not have considered. Each response should have a minimum of 100 words and be respectful of others’ opinions and beliefs that differ from your own. Please write 200 word response to question

Post One Needing a Response:

(MAYLIN)

Describe a customer experience you have personally encountered where the good, service, or both were unsatisfactory (e.g., defective product, errors, mistakes, poor service, service upsets, etc.).

Recently I placed an order using the UberEats app because I had a long day and we decidede to just stay home and watch our favorite show. After placing the order I spent over $98, The order itself took about 1.5 hours to leave the restaurant after being advertised to have been only 30-45 minutes. It was fustrating watching the clock and not get our meal after being excited and ready to eat. Once the driver picked up the food and drove to my home I noticed the application showed order had been delivered, upon checking the order had been dropped off at another location, I was worried so I tried reaching the driver but no response, I contacted support and they mentioned they could not assist me, I was highly disappointed on how I had just spent at this point 2 hours waiting and $98 to not receive the goods nor services promise. I was highly upset and disappointed on the resolution as I was given a $35 UberEats credit, this type of treatment is unfair and not ethical as customers. I have sent a corporate compliant and I am still waiting on a response it has been over week.

How might the organization have handled it better? Specifically identify how operations management could have helped to relieve or eliminate the problem.

Having a better tracking system where orders are updated in live time and where customers are able to secure their deliveries most effectively. The driver may have gotten confused on the address due to fails in technology however this experience really messed up our night as we ended up having to cook and losing most of our money from the order. Companies that promote food deliver should have a better sense of accountability on the expectations and ensure that customers are satisfied at the end of the service period. I Have looked up a few other people who have had similar complaints around delivery services..

Post Two Needing a Response:

(Duane)

Customer Service Failure

The most recent experience that I have had where the service and the goods were unsatisfactory would have to be my last visit to Buffalo Wild Wings with my wife for dinner. BBW states in their mission statement: Our mission is to WOW people every day. We are guest driven. We will WOW our guests every day by achieving the highest level of satisfaction with an extraordinary focus on friendly service, food, fun, and value. This was far from what I experienced on my last visit to this organization.

About a month ago we decided to have dinner at BWW as we both usually enjoy their food, and the service is generally pretty good. Over the last year it seems that there are never enough people working and while the quality of the food has continued to decline, the prices have gone up. We ordered some French fries that obviously had been frozen and sitting in a grocery store somewhere for a very long time and were surprised when we got our bill and this miniscule order of French fries had cost us $9.00, a $3.00 raise since the last time we had visited there. The worst part about the experience was that from the time we sat down until we had our food in front of us was just under an hour. I was discussing this with one of my co-workers and she stated that she had a similar experience in another BBW location. The waitress was the only part of the experience that was enjoyable. She notified us that it would be about an hour wait when we first sat down and continuously apologized for the inconvenience.

Please write 100 word response to Maylin and Duane’s posts