Required File:  6.5 - Case Study.pdf

Directions: 

Read the one page background and three letters/memos. Then in groups:

1. Prepare an outline plan of action on how to deal with the current problem.
2. List all the individuals in Southside Equipment, Inc. that you feel should be involved in solving the problem.
3. How should the plan of action be implemented?
4. How will you handle the client (Custom Rental, Inc.)?
5. What issues must be addressed to prevent this problem from happening again?
6. What are your recommendations on customer service quality measurements?