1. Customer Complaint Scenarios

2. Objectives: Students will be able to:
Analyze a situation where there is a customer complaint.
Identify ways that the situation can be helped.
Formulate a solution that is best for the given situations.

3. Directions Examples of customer complaints will be presented.
For each situation, explain:
Your initial reaction
What you will say to the customer
What actions you will take

4. Situation 1 (Airline Ticket)
You are a customer service representative for an airline. A customer comes to your desk stating that they purchased a first-class ticket but when they checked in, they were given an economy ticket. You check your computer and see that they had bought a first-class ticket and that it was a glitch in the computer system.
What will you do?
Write your response on the work sheet provided.

5. Example Response: Situation 1 (Airline Ticket)
Apologize for the mistake.
Take the economy ticket and print out the correct first-class ticket.
Ask the customer if you can be of further assistance.

6. Situation 2 (Dental Office)
You are a receptionist at a dental office. A lady tells you that she is upset because when she called to reschedule her appointment, she learned that she was actually scheduled for the week before, and has been charged a late fee for missing the appointment. She refuses to pay since she claims it was scheduled on the wrong day by the person who made the appointment.
What will you do?
Write your response on the work sheet provided.

7. Example Response: Situation 2 (Dental Office)
Apologize and tell her that she will not have to pay the late charge because of the mistake.
Note that if this situation happens two or more times, then the complaining customer becomes suspicious and the fee may not be dropped.
Help her reschedule the appointment.
Double-check with her to make sure the date is correct.

8. Situation 3 (Clothing Store)
You are a new employee working in sales at a clothing store. A customer claims that your company has charged her credit card twice for one purchase and wants you to refund her money in cash.
What can you do to help this customer?
Write your response on the worksheet provided.

9. Example Response: Situation 3 (Clothing Store)
Consult a manager to help with or handle the situation.
The manager, or you, under the direction of the manager should:
Apologize and explain that she should present her credit card statement to support the claim.
Explain that, if substantiated, a credit must be made to her account and cash cannot be refunded.

10. Situation 4 (Store Manager)
You are the manager of a store. Watching your employees, you notice that a customer came in and nobody acknowledged or approached her to ask if she needed help. She looks a little lost, as if looking for something. Getting frustrated, she then leaves the store.
What will you do to help your employees become better at customer service?
Write your response on the worksheet provided.

11. Example Response: Situation 4 (Store Manager)
Gather the employees for a store meeting.
Explain what you saw while observing them.
Explain the right way to acknowledge, approach, and assist customers.
Explain that providing customer satisfaction keeps the business going and everyone employed.
Possibly offer an incentive to employees who do well.

12. Situation 5 (Restaurant Server)
You work for a restaurant as a server. One customer says he found a hair in his soup.
What will you do?
Write your response on the worksheet provided.

13. Example Response: Situation 5 (Restaurant Server)
Apologize for the problem with his food and immediately offer to get him a new bowl of soup.
If he doesn’t want more soup, ask if he wants anything else as an appetizer instead.
If he still has problems, consult a manager. The manager may discount the man’s food.

14. Write your response on the worksheet provided.
Situation 6 (Toy Store)
You work at a toy store. A man comes in with a toy robot. He shows a receipt and says that it is defective. The toy shows obvious wear and use. You determine that his warranty expired three months ago.
What will you do?
Write your response on the worksheet provided.

15. Example Response: Situation 6 (Toy Store)
Apologize for the problem.
Show him that the warranty on the robot expired three months ago.
Explain that it isn’t up to the individual store or employee, and that you must adhere to store policy.
If the situation escalates, consult your supervisor.
A manager may try to appease the customer with a discount coupon on a future purchase or some other incentive.

16. Summary
Beware that situations and circumstances vary but general guidelines should be followed.
Be kind and courteous.
Be attentive to the customer.
Listen carefully.
Ask questions for full clarity.
Apologize for the problem.
Follow company policies.
Do not argue with the customer.
Handle the situation for the satisfaction of the customer if it is at your level of authority.
Know when to call a superior if the situation escalates.

17. 1. Initial Reaction: 2. Initial Reaction: 3. Initial Reaction:
Customer Complaint Student Response Worksheet Name: __________________________________________ Date:_____________________ Directions: For each customer complaint, explain how you would respond to help remedy the situation.
Initial Reaction:
What will you say to the customer?
What action will you take?
Initial Reaction:
Initial Reaction:
Initial Reaction:
Initial Reaction:
Initial Reaction:

18. Georgia CTAE Resource Network Instructional Resources Office
Written by: Amanda Supra and Frank Flanders
July 2009