Question

Ben is responsible for turning around Peaks and Valley Inc.'s unhappy customers. He is using FedEx's process known as Hierarchy of Horrors. What is the correct order of steps for Ben to take?

Answer 1

Ben can use FedEx's Hierarchy of Horrors to turn around unhappy customers at Peaks and Valley Inc. by identifying, categorizing, analyzing, and addressing customer complaints through a structured process.

Step-by-step explanation:

Ben is tasked with addressing the concerns of unhappy customers at Peaks and Valley Inc. by following FedEx's Hierarchy of Horrors process. The correct order of steps which Ben should undertake are as follows:

1. Identify the most common customer complaints.
2. Establish a system for categorizing issues by severity.
3. Analyze the root causes of the most severe problems.
4. Create a plan to address the underlying causes.
5. Implement changes to existing processes or systems.
6. Continuously monitor the results and make adjustments as necessary.

By following these systematic steps, Ben can effectively turn around unhappy customers by addressing the issues they encounter with the company's products or services.