Problem:
Greenman, Catherine (1999, November, 18). So Easy to Buy, Such a Struggle to Return. New York Times (Late Edition (East Coast)). New York, N.Y. pg. G.20 Available in ProQuest on July 26, 2007.
Assignment:
Read the article "Easy to buy, Struggle to return." Answer this question:
Pick a company to audit: What is the company's policy on returns and adjustments?
Note that companies may need to make adjustments not just for problems but also for customer exceptions. For example, suppose a customer changes his or her mind or has a special need.
Do not just list policies and do not copy policies posted on a website or elsewhere. Instead, discuss these policies in terms of fairness and contribution to customer relationships. You are expected to be analytical, not merely descriptive.
Military and corporate recruitment are acceptable as topics. In this case, the "adjustment" might be something like, "X joined a company and realized he wanted to work in a different department." Or, "She joined the military and did not get the assignment promised by the recruiter."
In the military, the "customer" may not have the option to leave (or "exit") from the relationship. So be sure to discuss what customer relationships means in this context.