CORPORATE VIDEO- Dealing with an Angry Customer Training

Summary

A customer, frustrated by receiving two non-functional drills in a row, confronts the store with the intention to leave for good. The staff member empathizes with the customer's predicament and offers a solution: a new drill to be tested right in the store. The customer is appeased by this gesture, and the staff member's proactive communication with the manager leads to a resolution, restoring the customer's faith in the store.

Takeaways

• 😠 Customer expresses frustration with repeated product failures and service issues.
• 🔨 Customer purchased a drill that was faulty and received a replacement that also did not work.
• 🚗 Customer has spent significant time and money on unsuccessful attempts to resolve the issue.
• 🤝 Employee empathizes with the customer's frustration and seeks to understand the problem.
• 👍 Employee acknowledges the customer's dissatisfaction and wishes to find a solution.
• 🛠️ Employee offers to bring out a new drill from the back and allow the customer to test it before leaving the store.
• 🔧 Customer agrees to the solution and tests the drill to ensure it works before taking it home.
• 🙏 Employee thanks the customer for bringing the issue to their attention and shows appreciation for their patience.
• 💡 The interaction highlights the importance of customer service in resolving complaints and maintaining customer loyalty.
• 🔄 The conversation demonstrates a positive outcome when a business is responsive and proactive in addressing customer concerns.
• 🏆 The employee's approach to the situation could serve as an example of effective customer service and conflict resolution.

Q & A

What was the customer's initial issue with the drill he purchased?

The customer's initial issue was that the drill he purchased did not work when he took it home.

What action did the customer take after finding the drill was not working?

The customer brought the non-working drill back to the store and received a replacement drill.

Was the replacement drill also defective?

Yes, the replacement drill also did not work, which further frustrated the customer.

What was the customer's demand after the second drill failed to work?

The customer demanded his money back due to the repeated issues with the drills.

How did the store representative initially respond to the customer's frustration?

The store representative empathized with the customer's frustration and expressed a desire to help resolve the issue.

What solution did the store representative propose to the customer?

The store representative offered to get a new drill from the back, allowing the customer to test it before leaving the store to ensure it works.

Did the customer agree to test the new drill before leaving the store?

Yes, the customer agreed to test the new drill to make sure it works before leaving.

What did the store representative do while the customer was testing the drill?

The store representative spoke to the manager about the situation and brought the drill to the customer for testing.

How did the customer react after testing the new drill and finding it worked?

The customer expressed his appreciation for the store representative's efforts and acknowledged that he was initially hot-headed and frustrated.

Did the customer leave the store satisfied with the resolution?

Yes, the customer left the store satisfied after being provided with a working drill and the store representative's efforts to resolve the issue.

What did the store representative hope for the customer in the future?

The store representative hoped that the customer would think of their store the next time they have a need for a similar product.