Case: Unhappy customer T 53
Introduction
How to appease an unhappy customer
Scope: Production company
Target group: Nicetoy project manager, Mytoy customer
Situation
A week before the end of the project Mrs. Notfar from the Mytoy company expressed her dissatisfaction because some of her requirements were still not met.
Mr. Thenose, project manager at Nicetoy has to decide how to respond. He can consider the following solutions.
Challenge
Solution 1. Reply to Mrs. Notfar that an investigation will be conducted, and a report will be sent to her within 48 hours
Solution 2. Review with Mrs. Notfar all the deliverables, analyze the necessary actions to be taken and ask to sign an amendment to complete the project.
Solution 3. Ask Mrs. Notfar to postpone the end date of the project by a few weeks without changing the budget.