Case study e Key Point: A complaint is a memorable moment waiting… Case study e Key Poin

Case study e Key Point: A complaint is a memorable moment waiting… Case study e Key Point: A complaint is a memorable moment waiting to happen. Researchshows that customers who complain and get their complaints resolvedsatisfactorily are actually more loyal than if they had no problem at all. Carol: ‘Hello, what can I do for you today?’Mrs. Bree: ‘Probably nothing. I never get the help I need from you people.’ (sarcasm)Carol: ‘I’m disappointed that we haven’t been able to help you. Maybe Ican do better today.’ (empathy, paraphrasing)Mrs. Bree: ‘If you don’t turn my electricity back on, I’m going to sue you.’ (attack)Carol: ‘When was your electricity turned off, Mrs. Bree?’ (questioning, sorting out attack)Mrs. Bree: ‘Today. Do you think I’d let it stay off a week and then come in here?’ (sarcasm)Carol: ‘So it was turned off today. That must have been very disturbing. Please let mesee what I can do.’ (repeating, empathy, offering assistance, moving toward a solution)Mrs. Bree: ‘Just get it back on.’Carol: ‘Are you up to date paying your bill?’ (sorting out demand, questioning, gettingmore information to help solve problem)Mrs. Bree: ‘Listen, I told you all I have is aggravation with you people.’ (exaggeration)Carol: ‘Again, it bothers me to hear that.’ (empathy, sorting out exaggeration)Mrs. Bree: ‘I was on holiday and just came back today. I have never been late with a bill.So, this time I was late. One time. Big deal. Major crime.’ (sarcasm, exaggeration)Carol: ‘Do you have your payment with you?’Mrs. Bree: ‘Yes. Here.’Carol: ‘Thanks for bringing this in so quickly after you got back. We’ll have yourelectricity on just as soon as possible. I’m really sorry for this problem. You’re avery good customer.’ (appreciation, empathy, solution, apology, expression ofsupport)Mrs. Bree: ‘Okay.’Carol: ‘Thank you for your patience in helping us find a solution this time. Now, arethere other areas that I can help you with? I want you to have a better feelingfor us and I want to provide you with the best service we can.’ (appreciation ofcustomer, verification of solution, checking results)Mrs. Bree: ‘No, that’s okay. Thank you for your help. Actually, the other problems I hadoccurred some time ago.’ (admits exaggeration)Carol: ‘Well, if there is anything else I can do for you, I would be happy to help.Thanks for coming in and I hope everything will be smooth sailing from here.'(leaving the door open, appreciation of customer, showing care)Mrs. Bree: ‘Thanks. ‘Bye.’ 1. Describe the steps of problem solving2. What is the real message the customer is conveying?3. What are client’s expectations? Arts & Humanities Communications Marketing MANA 410EDMTQ Share QuestionEmailCopy link