Customer Complaints Amys Experience at Fashion World Listen

Customer Complaints

Amy’s Experience at Fashion World Listen to/Read Amy’s experience. What do you think about the way the first salesperson handled Amy’s complaint? Have you ever had a similar experience as a customer? “I bought an expensive clutch bag from Fashion World for my brother’s wedding. As soon as I got home and opened the bag a couple of times to show it to my sister, the fastener came off. As I looked at it closely, I also noticed some missing beads on it. I went to the store the next morning to ask for a replacement or a refund. I spent 10 minutes trying to get the sales person to notice me as she kept talking to her colleague and staring at her phone. When I finally got to explain my problem, she was very rude and told me I must have handled the bag carelessly and that I shouldn’t complain about it. I tried to explain that I was very careful with the bag but she insisted that there was nothing she could do and that she was busy, so she sent me over to another colleague who, thankfully, was much more helpful. ”

What complaints could customers have? Goods not up to their expectations. Unhappy with service provided by sales personnel. Damaged product.

Strategies to Deal with Customer Complaints Stay Calm Listen well Acknowledge the problem Get the facts Offer a solution Follow up Exceed expectation

Role-Play Situation: An angry customer comes into a Fabric Store to complain about a fabric s/he bought which has a damage in the print. You are going to play the part of the salesperson. Prepare yourself to deal with the complaint well by following the tips on the handout: Some tips to follow when dealing with customer complaints. If possible, find someone to play the part of the customer. Show him/her the instructions on the next slide. When the role-play is over, ask the person helping you to give you some feedback on how you dealt with the complaint. Think about what you could have done better.

Role-Play Instructions for the Customer Walk quickly into the shop looking angry. Show the damaged fabric to the salesperson and complain about the problems it has caused you while sewing. Demand a replacement or refund. If asked for the receipt, show it to the salesperson. Pay attention to how the salesperson is dealing with the complaint so that you can give some feedback: Is s/he dressed well and well-groomed? Was s/he sitting/standing up straight with a nice smile? Did s/he have good conversation, questioning and vocal skills? Did s/he have good non-verbal expressions? Did s/he listen to you and acknowledge the problem? Did s/he resolve the complaint well?

Quiz 1. Apart from damaged products, what are the two main types of customer complaints? a) Unhappy with service provided or goods not up to their expectation b) Unhappy c) with music in the shop or shop location Unhappy with information on receipt or guarantee

Quiz 2. Which of the following are good strategies to deal with customer complaints? a) Deal with customer quickly, send to the manager b) Stay calm, listen well, acknowledge the problem c) Admit that you don’t know how to solve the problem, ask customer to come back the following day

Quiz 3. How should you prepare for meeting a complaining customer? a) No preparation needed b) Be well-groomed and sit/stand up straight with a smile c) Always send them to one of your colleagues

Quiz 4. How should a complaint be resolved? a) According b) As c) to the company’s policy the salesperson decides at the moment By giving the customer everything s/he asks for

Quiz 5. Which two types of communication skills need to be used when dealing with customer complaints? a) Verbal and voice skills b) Conversation c) and voice skills Verbal and non-verbal skills