CORPORATE VIDEO- Dealing with an Angry Customer Training
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
- đ Customer expresses frustration with repeated product failures and service issues.
- đš Customer purchased a drill that was faulty and received a replacement that also did not work.
- đ Customer has spent significant time and money on unsuccessful attempts to resolve the issue.
- đ€ Employee empathizes with the customer's frustration and seeks to understand the problem.
- đ Employee acknowledges the customer's dissatisfaction and wishes to find a solution.
- đ ïž Employee offers to bring out a new drill from the back and allow the customer to test it before leaving the store.
- đ§ Customer agrees to the solution and tests the drill to ensure it works before taking it home.
- đ Employee thanks the customer for bringing the issue to their attention and shows appreciation for their patience.
- đĄ The interaction highlights the importance of customer service in resolving complaints and maintaining customer loyalty.
- đ The conversation demonstrates a positive outcome when a business is responsive and proactive in addressing customer concerns.
- đ 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
đ 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.
đ§ 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.
đ 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
đĄAnnoyed
đĄBusiness
đĄFrustration
đĄDrill
đĄReplacement
đĄMoney Back
đĄSolution
đĄProduct
đĄCustomer Service
đĄTest
đĄManager
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.
Transcripts
morning sir how can I help you today you
know what I'm a little annoyed I keep
coming in here and you guys keep
screwing up now I've had about enough
and I'm taking my business somewhere
else
sure I can tell you you're really
frustrating and I sincerely like to help
you can tell me what the problem is you
know what the problem is
I bought this drill two weeks ago I go
home to use it it doesn't work I bring
it back and you guys give me this it
doesn't work as well now I've spent a
lot of time and money driving back and
forth just to have you guys screw up
over and over and I've had it I want my
money back okay sir
so I just want to make sure that I
understand you purchased a drill from us
and you took it home you found out it
didn't work so you came back got a
replacement trail and that one didn't
work as well that's exactly right you
know what I can understand your
frustration if I purchased a drill and
taking it home and twice it didn't work
I'd be really frustrated as well
especially when it was my valuable time
that was at stake finally someone gets
it sir I'm sorry you're unhappy with
your purchase and I'd like to work
together to turn things around just like
you I would be really disappointed if
this had happened to me is there
something that I can do that would make
this right can we come up with a
solution
you know what all I want all I want is
to have a drill that works I just want
to leave here today go home and have a
product that works okay so what if I
were to go and get a drill from the back
we open up the package allow for you to
test it before you leave the store to
make sure that it works would that be
okay if you can bring a drill out here
and prove to me that it's going to work
when I leave then fine yes okay if you
bear with me one moment I'll be right
back sir okay here you go sir there's
one that you can open up and make sure
that it works before you leave
see all right yeah okay this one seems
to work I want you to know that when I
went back to grab this I spoke to my
manager I want to thank you for taking
the time of bringing this to our
attention
okay well I appreciate that and you know
what I know I came in here a little
hot-headed and frustrated but I
appreciate the fact that you were able
to get me a drill that works today
you're very welcome
I hope that next time that you have a
need for something like this they will
think of us there you go sir
okay great thank you you're very welcome
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