Keep Truckin: Collaborative Approach: Going Over The Cliff For Customer Satisfaction

Abstract

The current case is about the company Keep Truckin which is offering fleet management services, but the company is now facing a dilemma with a valued client, Tim Hathaway. He got angry after reading an email from Keep Truckin about the extra charges that were due on Nippon Express (Tim’s company), and in a state of frustration and aggression, he contacted Keep Truckin. Tim furiously communicated his concerns and grievances by claiming that this company had turned out to be fraudulent by charging wrongfully on a monthly basis while the subscription was on a yearly basis. This issue accelerated when Tim wanted to unsubscribe from the services. However, Bryan, a customer success associate at Truckin, set up an audit team to investigate the details that spurred such a conflict. Following the audit report, it was concluded that Tim was right about the subscription issue, and the fault lay on the service provider's end, i.e., Keep Truckin. The delay in updating the records was a significant element, but Tim’s claim about internal employees from the department being involved in malicious activities to make money off clients was a severe concern for Bryan and the company. The case study highlights issues regarding the importance of negotiation and communication skills and the adoption of efficient and effective conflict resolution measures to retain valued customers and protect the company from credibility. The reputation-related inquisitions and identifying the perpetrator put him through a standard progressive discipline process to ensure the implementation of the policies