Case Study- Voice of the customer

I’m stuck on a Management question and need an explanation.

Think about a time you received a product or service and you were not satisfied with the quality of the service or product. For this case study, you will focus on the four components of customer-relationship management that are essential in total quality management. This case study will examine your viewpoint as the customer and put you in the seat of the quality manager.

For additional details, please refer to the Case Study Two Guidelines and Rubric document.