DIFFICULT CUSTOMERSScenario Based Learning

ENTER

The Scene

What do you do?

Difficult Customers Exercise

A

B

C

You sold a Tag Heuer watch to a customer back on the 14th December 2004. The watch has a warranty of 2 years. Today is 16th December 2006. The problem with the watch is that the battery has gone dead. The customer is under the impression that because its out of warranty by a couple of days, its still covered by warranty. You have explained to him/her that its not covered anymore and there will be a cost, they are extremely angry. You take the watch in and get the customers details and you will call them back

Mention that you will speak to the company and see if they can repair it at no charge.

Explain that Tag is the only company to offer battery as under warranty.

Give them the repairers contact number so they can call them and debate it.

Incorrect

Why is this wrong?

Difficult Customers Exercise

You feel this is right as it moves the buck to the watch company, so you don’t have to deal with these people anymore.

You have just shown the watch company that you don’t care about the customer. It is not the repairers job to explain the details of the warranty, the sales rep must represent the watch company and explain why.

BACK

Incorrect

Why is this wrong?

Difficult Customers Exercise

You explain that they are just grateful that tag have a good warranty system and that other companies don’t even do batteries under warranty,

This would probably make the customer a lot more angry and cause the situation to get much more complicated that it already is.

BACK

Correct

Decision

Difficult Customers Exercise

You have explained the situation to the customer and explained there is nothing that they can do. You offer some hope to explain that you will argue for them to see if they can be nice and do it under warranty as a good gesture.

Tag have explained that they wont do it under warranty. They explained that it must be done within 2 years no matter what.

What do you do?

A

B

C

Give them the office contact number for problems.

Repair it, but let your company pay it.

Loose the customers details and not worry about them.

Incorrect

Why is this wrong?

Difficult Customers Exercise

You have just repaired it, but at your companies cost.

Your boss reviews the situation and you get fired as it is not there problem.

You only sell watches you don’t decisions cause you feel like it.

Your actions have caused you to get fired as it is not your companies problem the customer was 2 days out of warranty.

BACK

Incorrect

Why is this wrong?

Difficult Customers Exercise

You have there details and loose them on purpose.

Customers call abusing you for the disgraceful level of service.

This happens a lot in a retail industry. Because its not your problem you think you can not worry about it.

The customers are probably much more determined never to buy anything from your company again. BACK

Correct

Decision

Difficult Customers Exercise

You have explained the situation to the customer regarding what you spoke about with the watch company. You are polite and tell them you argued there point for them. You give them a contact number for them to call to speak to the customer service representative

The problem is resolved, but the customers are still not satisfied. They ask you what you believe will happen.

What do you do?

A

B

C

You remember a similar situation, and they have repaired it. You mention this to them.

Don’t comment. You say you don’t know.

You give them advice of what to say to the watch company

Incorrect

Why is this wrong?

Difficult Customers Exercise

You remembered a similar situation and you tell them.

The customer regurgitates your story. The company is not happy with your actions

You have given the customer, fuel and ammo for them to use at the watch company

They would have a similar situation on file and go from there.

BACK

Incorrect

Why is this wrong?

Difficult Customers Exercise

You give them advise on what to say.

Customers tell the watch representative that you advised them on what to say

You shouldn’t have, because you are ment to be working with the company as they do with you.

Its honouring the business relationship you have in place.

BACK

Correct

Difficult Customers Exercise

Well done, you kept your mouth shut and you were a neutral party. You didn’t make the situation more difficult. The customer did get the watch repaired free of charge, after much arguing with the watch company. You took the right steps, the customer is happy.

Some tips•Get Control of Yourself •Listen and Let the Customer Vent •Show the Customer You Care •Don't Blame the Customer or the Company •Try to Solve the Problem or Get Someone Who Can