Coach Hendra Hilman - Apa TUGAS UTAMA seorang MANAGER?

Summary

In this retail customer service interaction, a loyal customer attempts to return a defective and incorrectly sized item after the store’s return policy has expired. Despite the store’s strict policy, the manager intervenes and resolves the issue by offering an exchange for the correct size, along with a complimentary gift. The situation highlights the importance of customer loyalty, problem-solving, and the role of a manager in making decisions that balance company policies with customer satisfaction. The manager's approach showcases how flexibility can turn a negative experience into a positive one, ensuring customer retention.

Takeaways

• 😀 A good manager needs to demonstrate problem-solving skills in customer service situations.
• 😀 Store policies should be balanced with customer satisfaction to retain loyalty and trust.
• 😀 Flexibility in applying store rules can lead to better customer relations, especially in exceptional cases.
• 😀 Customer complaints should be addressed with empathy and understanding to prevent escalation.
• 😀 A manager should make decisions quickly, especially when resolving an issue that a staff member cannot handle.
• 😀 Consistent customer loyalty is valuable, and customers who return frequently should be treated with care and respect.
• 😀 Enforcing policies strictly without understanding the context of the customer’s situation can result in dissatisfaction.
• 😀 Staff must be well-trained in how to handle returns, exchanges, and difficult customer interactions.
• 😀 Offering alternatives like a replacement item, instead of a refund, can still lead to a positive outcome for both customer and store.
• 😀 A successful manager leads by example, showing both staff and customers that they can navigate complex situations with professionalism and empathy.

Q & A

What is the primary issue in the script?

The primary issue revolves around a customer who bought an item (a shirt) in the wrong size (M) but was given the wrong size (S) and found a defect (a hole). They are trying to return or exchange the item, but the store's return policy complicates the situation.

What does the customer want from the store?

The customer wants to either exchange the shirt for the correct size (M) or return the item due to the defective condition, despite having passed the store's return policy deadline.

What problem does the manager face in handling the customer complaint?

The manager faces a dilemma between adhering to the store's return policy, which limits returns to two days, and maintaining customer satisfaction, especially given the customer’s long-standing loyalty to the store.

How does the customer attempt to appeal the situation?

The customer mentions their long-standing relationship with the store and offers to show their face on the store's CCTV as proof of their loyalty, hoping to persuade the staff to make an exception to the return policy.

How does the cashier respond to the customer's request to return the item?

The cashier points out that the return policy clearly states items can only be returned within two days. Since the customer is past that period (four days), the cashier is unable to process the return.

What does the manager do when the situation is escalated to them?

The manager reiterates the store's policy but also acknowledges the customer’s issue. They suggest that the policy prevents them from accepting the return but later agrees to a solution after some negotiation with the customer.

How does the customer react when the manager insists on following the return policy?

The customer gets frustrated and feels that there is no real difference between the cashier and the manager, as the manager's response doesn't seem to offer any better solution. This leads to the customer questioning the manager's authority.

What lesson does the script teach about customer service and management?

The script highlights the importance of flexibility, empathy, and problem-solving in customer service. A manager should be able to make decisions that go beyond rigid policies to ensure customer satisfaction, particularly when dealing with loyal customers.

How does the manager eventually resolve the issue?

The manager resolves the issue by offering the customer an exchange for the correct size of the shirt and provides a free pair of socks as a gesture of goodwill, attempting to ensure the customer leaves satisfied.

What does the script suggest about the role of a manager in handling customer complaints?

The script emphasizes that a manager's role involves problem-solving and decision-making. A manager must assess situations holistically, balancing store policies with customer loyalty and satisfaction, and be willing to make compromises when appropriate.