Problem:
Your local supermarket uses the slogan "It's your store." However, when you asked one of the stock people to help you find a bag of chips he told you it was not his job and that you should look a little harder. On your way out, you noticed a sign with an address for complaints. Please respond to the following:
1) Predict the success of the supermarket's slogan "It's your store." Explain your rationale.
2) You are a store manager who observes the interaction between the customer and the stock person. Describe what actions you would take (1) immediately, (2) in the next few days or weeks, (3) in the long term. Explain your rationale for these actions.
3) Propose two or three effective ways the company can use customer complaint information to improve their service. Explain why these actions would be effective.