Assess the customer service operations at DrV.com. What should Dr. van der Walt do about Mrs. Slezak? What changes, if any, should van der Walt make to customer service and ordering operations? Dr. Victoria van der Walt has to decide how to handle a complaint letter from a customer. When she received the letter, she passed it along to Paul Zimbalist, the firm’s customer service manager, to get his recommendation. Now van der Walt has a reply from Zimbalist, and she must decide how to respond to the customer and determine if changes are needed in her company’s customer service operations.

Dr. van der Walt has a reputation as a health and nutrition guru. Her fame grew after she published two books—both of which were very popular and received a lot of attention in the press. Five years ago, Internet entrepreneur Tania Cox approached her with the idea of creating a website to sell custom vitamins under Dr. Victoria’s name.