Dr. Glen

DrGlen.com – Elite Vitamins and Supplements

Hazel M. Presley

Texas A & M University - Commerce

Abstract

My review of this case will assess the level of customer service provided in response to a customer’s letter of complaint and the changes required to sooth and retain this customer. DrGlen.com was co-founded by Dr. Glen Motyka, a very reputable and published health and nutrition expert. His responsibility is to monitor and influence marketing and customer service, in addition to providing website content. His partner, Dinah Spano, handles the web technology. Upon receipt of the complaint letter, Dr. Motyka forwarded it the customer service manager, John Soderberg. After receiving Soderberg’s response, Glen has to conclude how to address, resolve the customer’s complaint and decide if any changes are required in the department. I will present modifications that should be put into practice to improve customer service functions.

DrGlen.com – Elite Vitamins and Supplements

Dr. Glen Motyka is faced with the dilemma of how to resolve the complaint letter sent by Mrs. Julia Rezvani. Mrs. Rezvani is a loyal DrGlen.com patron and has seven documented referrals that have become new customers. In addition, she has become a propionate of all things DrGlen.com and often recommends the website because the vitamins are tailored to each customer’s health profile. After a lingering negative experience with re-ordering her 90-day supply of supplements, and several attempts to resolve the matter, she wrote a letter complaining about her concerns and disappointment in the level of service. As researched by (Hazel, 2013) many customers don’t follow-up on a complaint with written communication unless they feel they have no other option available to resolve the issue.

Communication

A breakdown in communication was the most important factor in why the...