Low Client Rating - How Do You Solve This?

General information of the situation
General information of the situation


The situation is where you start. You learn by dealing with real-life work situations. Provide a short description of the situation for the learners to work on. Along the way, you will impact results.
Sitches are situations, jams, issues, errors, gaps, troubles, stoppages and many others to fix and solve. They are also opportunities to improve, grow, expand, and introduce better, faster and cheaper ways to get the desired results.
What is your Situation and Question?
This lady represents a pattern of how customers are handled. Complaints rose to 45% last month and there is no sign it is improving. The customer care department says it is the case of growing defective products. The production department claims all products pass high testing. Meanwhile, the high rate of returns continues. This impacts sales teams meeting their quota. It reduces the profits of the company. And there is no clear solution in sight.

There is strong pressure from competitors and the company could lose market share very quickly.
What's the biggest challenge?
What would you do to resolve this decline? Where would you start? How will you solve the issues?
What's the objective?
Find the root cause and see how to prevent this and avoid severe loss in sales.
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Ray Jimenez    
January 22, 2017