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Chapter 30. Complaint-Solving Model > Complaint-Solving Exercise

Complaint-Solving Exercise

In the following exercise you will use the six-step process to solve complaints. Identify what is wrong with each employee response and, using the six steps, describe what the appropriate response should be.

  Situation 1

Customer:

“Why must I pay a $10 returned check fee because someone gave me a bad check and my account went overdrawn? It’s not my fault.”

Employee:

“Because those are the rules.”

Your response: (Hint: try Step 1)

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  Using Step 1, start by acknowledging the customer’s feelings: “I can understand your frustration. It probably doesn’t seem fair.”
  Situation 2

Customer:

“Why are your prices higher than your competitors?”

Employee:

“I don’t think they are high.”

Your response: (Hint: try Step 4)

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  Use Step 5 to try to satisfy customer: “Prices can vary according to services provided. Let’s look at the specific services you need…”
  Situation 3

Customer: “You were supposed to come this morning and I’ve been waiting all day!”

Employee: “Our truck broke down and we’re behind schedule.”

Your response: (Hint: try Step 1)

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  Use Step 1 to acknowledge the customer’s feelings: “I’m sorry you were inconvenienced. It’s so frustrating when an unexpected delay happens.”
  Situation 4

Customer: “Why did you deny my claim? My doctor ordered this?”

Employee: “It’s not covered under your contract.”

Your response: (Hint: try Steps 1 & 6)

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  Use Step 1 to diffuse the customer’s frustration and anger, and then use Step 6 to explain the situation: “You must feel upset about this, let me clarify a few points about your coverage…”
  Situation 5

Customer: “I bought this at one of your stores. Can I return it here?”

Employee: “No.”

Your response: (Hint: try Step 5)

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  Use Step 5 to try to help the customer: “We don’t carry the same stock at each store. Let me check with our central office about how to best handle this.”




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