【正确答案】Data Systems Group
Computer Sales Sen Ice Division
5645 Arlington Boulevard
Falls Church, VA. 2046
(703) 555-6500
July 10, 1991
Mr Paul Lowry
Bradley-Driscoll Corporation
Customer Service Organization
7001 Elkridge Landing Road
Baltimore, MD 21203
Dear Mr. Lowry,
Approximately four months ago, Strategic Data Corporation (SDC) contracted with Bradley-Driscoll for software maintenance. Recently, I received feedback from their employees indicating that they were dissatisfied with the level of service they had received. Enclosed is a copy of the letter from Strategic Data Corporation on this subject. As a member of the sales team responsible for technical support, I am concerned that their discontent with the software support might hinder future sales.
It is possible that the problem might lie in the expectations that Strategic Data has developed for the software maintenance process. It was SDC's intention to be able to call upon the Technical Assistance Center (TAC) if questions arose dealing with operational concerns or general information nation. According to Strategic Data, these types of questions elicit a snobbish response from the TAC staff. Apparently, the software analysts believe that customers should have thoroughly investigated the manuals before calling to obtain answers to questions that are documented.
Although this might be theoretically valid, it is not appropriate to criticize customers in a harsh manner about TAC policies. Instead, these procedures should be stated in a polite way with the hope that customers will not contact the TAC unless they have a valid reason.
At this point, I think it would be appropriate for you to send a letter to Strategic Data, apologizing for the misunderstanding and explaining the policies of the TAC. I hope that you will be understanding of the needs of our customers during their initial learning curve and compromise somewhat so they may obtain the support they need. Your understanding and professionalism will help foster a positive and successful customer-vendor relationship.
If you wish to contact me to discuss the situation, please feel free to do so at (703) 555-6500.
Sincerely,
Frank Jansen
Systems Engineer
FJ/iah
Enclosure
CC: Anna Brauner
Rick Halstead