Purchase Solution

Employee Response to Customer Problems

Not what you're looking for?

Ask Custom Question

You work for a company that sells medical supplies to the general public: crutches, bandages, wheelchairs, physical therapy bands and balls, OTC medicines, slings, anything a person can use at home. One afternoon, a customer comes in and is visibly upset. He bought some crutches from you that broke six weeks after he bought them. Your store guarantees products for 30 days after purchase with receipt. Since the product was good for 30 days, he didn't keep the receipt, but now he has a problem and he is pretty sure you aren't going to fix it. He is already upset about the fight he anticipates in order to get new crutches. You weren't the salesperson who waited on him and you know that crutches are fairly generic; he could have actually bought them anywhere and they would look the same.

Questions:

(1) What would you hope to be able to do as an employee?
(2) What would you expect to accomplish?
(3) If you were the boss, what instructions would you give employees as a general rule for defective merchandise?
(4) If you were the customer, what would you consider fair?

Purchase this Solution
Solution Preview

Interesting scenario - as an employee I would hope that I would be able to somehow satisfy all customers. However, there are some things that a regular employee will likely be unable to do without approval from management. I would listen to the customers concern, reiterate our return policy and product guarantee and point out any signs or documents it may be printed on such as receipts if the customer insists.

If the customer is unable to produce a receipt, he is unable to prove that he purchased them from the store in this ...

Purchase this Solution
Free BrainMass Quizzes
Marketing Management Philosophies Quiz

A test on how well a student understands the basic assumptions of marketers on buyers that will form a basis of their marketing strategies.

Motivation

This tests some key elements of major motivation theories.

Organizational Leadership Quiz

This quiz prepares a person to do well when it comes to studying organizational leadership in their studies.

Basics of corporate finance

These questions will test you on your knowledge of finance.

Paradigms and Frameworks of Management Research

This quiz evaluates your understanding of the paradigm-based and epistimological frameworks of research. It is intended for advanced students.

View More Free Quizzes
Related BrainMass Solutions

  • Customer First: Internal consistency in compensation

    Also, Customer First hiring has taken place not in response to any well-developed recruitment plan but in response to the acquisition of additional clients (1).

  • revamp the new employee training for the call center custome

    You have recently been asked to revamp the new employee training for the call center customer service representatives of an investment management firm.

  • Balance Scorecard

    This response is meant to assist you in tackling your questions and to help you learn the material needed to understand the problems. Thanks The response was posted in 1285 words with references.

  • Opinion may be required

    32393 Opinion may be required You have recently been asked to revamp the new employee training for the call center customer service representatives of an investment management firm.

  • TeraTech Generic Benchmarking Worksheet - MBA 570

    Response to Topic C: A Pharmaceutical Company Employee skill assessment, training, and development are vital to the success of any organization.

  • Customer Relationship Marketing & American Airlines

    The manner in which this entire incident was handled was a negative mark for American Airlines, from the response of the former employee to his firing to the follow-up articles, blogs, and subsequent public response.

  • Company Structure and Customer Response Times

    357989 Can company structure impact reaction response to the customer? How can the structure of your company impact reaction speed in response to the customer?

  • HRM: What is 'human performance technology'?

    Employee satisfaction leads to customer retention" Source -- Linking Employee Satisfaction with Productivity, Performance, and Customer Satisfaction PDF attached Additional References (must see) HRT http://www.onepine.info/hptmodel.htm http

  • Riordan Manufacturing

    Employees belonging to different departments can be rewarded differently, e.g. customer service executives responding positively to a customer query can be rewarded instantly; incentives can be rewarded to sales associates on meeting the targets; employees

View More Related Solutions