S Mgr: OK , let's get started.What's the first item on the agenda?
Abby: Let's begin with the recent complaints about customer service that we received.Brian?
Brian: one of my clients sent a monitor in for some repairs three weeks ago,and he still has not got it back.He says his company will look for another supplier if our turnaround time does not improve.
S Mgr: This is unacceptable.Quick service is one of Liveville International's strongest selling point.If we get the reputation for being unreliable,our sales volum will drop.
Brian: I have also had complaints from customers who say that the service department is going downhill.One company had to send a monitor back three times before the problem was solved.
Abby: It's useless to be prompt if we are incompetent. I wonder whether the recent layoffs are affecting the quality of our customers service.
S Mrg:I'll ask the vice president to meet with the service manager and find our what's going on .
