CORPORATE VIDEO- Dealing with an Angry Customer Training

JMC The Director

10 Feb 201602:47

Summary

TLDRA 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.

Outlines

00:00

😠 Customer Frustrated with Faulty Product

A customer expresses his frustration with a drill he purchased that did not work, and the replacement also failed. He is annoyed with the repeated inconvenience and demands a refund. The customer service representative empathizes with the customer's situation and assures him that they will resolve the issue.

🔧 Seeking Resolution for the Faulty Drill

The customer service representative offers a solution by suggesting to get another drill from the back, allowing the customer to test it before leaving the store to ensure it works. The customer agrees to this proposal, and the representative goes to fetch a new drill for testing.

👍 Successful Resolution and Customer Appreciation

The customer service representative returns with a new drill, which the customer tests and confirms to be working. The representative mentions that they have spoken to the manager about the issue, and the customer, although initially frustrated, appreciates the resolution and thanks the representative for their help.

Mindmap

Keywords

💡Annoyed

Annoyed refers to a feeling of irritation or displeasure. In the script, the customer expresses being 'annoyed' because the drill he purchased did not work, leading to repeated visits to the store and wasted time and money. The term is central to understanding the customer's emotional state and the conflict in the video.

💡Business

Business, in this context, refers to the customer's patronage or the act of engaging with a company for goods or services. The customer threatens to take his 'business' elsewhere due to dissatisfaction, indicating the importance of customer service and product reliability in retaining customers.

💡Frustration

Frustration is the feeling of dissatisfaction or annoyance, often caused by unmet expectations or difficulties. The customer's frustration is evident from the beginning, as he describes his repeated experiences with faulty drills, which is a key element driving the narrative of the video.

💡Drill

A drill is a tool used for making holes in various materials. In the video, the drill is the central product that leads to the customer's dissatisfaction. The malfunctioning drill symbolizes the failure of the company to meet the customer's basic needs, which is a primary issue in the video.

💡Replacement

Replacement refers to an item given in place of another that is lost, damaged, or unsatisfactory. The customer received a 'replacement' drill after the first one failed, but it too did not work, further escalating his frustration and the conflict in the video.

💡Money Back

Money back is a term used when a customer requests a refund due to dissatisfaction with a product or service. The customer's demand for his money back is a clear indication of his loss of trust in the company and the product, which is a pivotal moment in the video's resolution.

💡Solution

A solution is a way of resolving a problem. The customer seeks a 'solution' to his issue with the non-functional drills. The term is significant as it represents the turning point in the video where the company attempts to rectify the situation.

💡Product

A product is an item or a service that is offered for sale. In the script, the 'product' refers to the drill, which is the source of the customer's frustration. The term is integral to the video's theme as it highlights the importance of product quality in customer satisfaction.

💡Customer Service

Customer service is the provision of assistance to customers before, during, and after a purchase. The script showcases the importance of effective customer service in resolving the customer's issue and maintaining a positive relationship with the customer.

💡Test

To test is to examine or try out a product to ensure it works as expected. The customer is offered the chance to 'test' the new drill before leaving the store, which is a practical approach to regain the customer's trust and demonstrate product reliability.

💡Manager

A manager is someone who is in charge of a group of employees or a department. In the script, the mention of the 'manager' indicates a higher level of authority within the company being involved in resolving the customer's issue, showing the company's commitment to customer satisfaction.

Highlights

Customer expresses frustration with repeated issues with purchased drill.

Customer threatens to take business elsewhere due to dissatisfaction.

Customer details the problem of receiving two non-functional drills.

Customer complains about wasted time and money due to product issues.

Customer demands a refund due to repeated failures.

Representative empathizes with customer's frustration and seeks to understand the issue.

Representative apologizes and expresses desire to find a solution.

Customer clarifies that they just want a working drill.

Representative offers to bring a new drill from the back for customer to test before leaving.

Customer agrees to test the drill before leaving the store.

Representative brings out a new drill for the customer to test.

Customer confirms that the new drill works.

Representative thanks customer for bringing the issue to their attention.

Customer appreciates the resolution and acknowledges initial frustration.

Representative hopes for future business and thanks the customer.