Handling Angry Customer

Summary

A customer visits Channel 9 after experiencing issues with a recently purchased phone. Despite the store's policy against refunds, the staff works to resolve the issue by offering a repair and later a replacement phone at no extra charge. The video ends with the store representative inviting the customer to a 10th-anniversary sale offering a 50% discount on electronics, ensuring customer satisfaction. The interaction highlights customer service challenges, resolution efforts, and an effort to maintain a positive relationship with the client.

Takeaways

• 😀 The new product pack is compact and safe, fitting well with laptops.
• 😀 The customer is requesting a refund for a phone purchased from Channel 9, as it is not working properly.
• 😀 The store employee asks to see the receipt and requests a detailed explanation of the issue.
• 😀 The customer mentions that the phone was already brought in for repairs two weeks ago but is still not functioning.
• 😀 The employee acknowledges the inconvenience and offers a repair under warranty, but the customer insists on a refund.
• 😀 Company policy does not allow refunds, but repair services are available as per the warranty terms.
• 😀 The employee consults with their supervisor to explore further options for resolving the issue.
• 😀 A solution is offered: the customer can get a new phone at no additional cost, which the customer happily accepts.
• 😀 The customer is contacted later by a store representative, confirming that their cardless payment system is working fine.
• 😀 The store invites the customer to their 10th anniversary sale, offering a 50% discount on all electronic products.
• 😀 The customer expresses gratitude and confirms they will attend the sale, ending the interaction on a positive note.

Q & A

What was the issue the customer had with the phone?

The customer purchased a phone from Channel 9, but it was defective. Even after having it repaired, it still did not work properly.

What was the customer's main request when visiting the store?

The customer requested a refund for the phone, as it was still not functioning properly after being repaired.

How did the store respond to the customer's refund request?

The store assistant explained that according to the company policy, a refund could not be issued. Instead, the store offered to repair the phone again or replace it.

What alternative did the store offer to the customer after the refund request was denied?

The store offered to replace the defective phone with a new one at no additional cost to the customer.

Why did the store assistant ask for the receipt from the customer?

The store assistant asked for the receipt to verify the purchase details and check the warranty terms for the phone.

What information did the store assistant use to find out where the customer was from?

The store assistant found out that the customer was from Chandernagar by reading the address on the receipt.

What did the store assistant do after the initial response about the refund?

The store assistant apologized and consulted with the supervisor to find an alternative solution for the customer, eventually offering a phone replacement.

How did the customer react to the replacement offer?

The customer was pleased with the offer and accepted the new phone, expressing satisfaction with the resolution.

What additional service did the store offer to the customer after resolving the issue with the phone?

After resolving the issue with the phone, the store assistant invited the customer to their 10th anniversary sale, which offered a 50% discount on all electronics.

How did the customer respond to the invitation for the 10th anniversary sale?

The customer thanked the store assistant for the invitation and expressed intent to attend the anniversary sale.