Find discount on the new product

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Reference no: EM132949590

Recall a difficult situation you've been in before with a manager, boss, coach, colleague, or someone in your personal life. There is no need to name the individual if you are not comfortable.

Example:

Fact: a customer came in and demanded that they receive a refund for something they purchased more than 60 days ago.

Feelings: the customer was upset and irate. They yelled that the item they purchased was poorly manufactured.

Assumptions: the customer assumed that they could return the item because of the quality of the product and we could therefore overlook our store policy (items cannot be returned past 60 days).

Intentions: the customer intended to get their money back because they wanted to purchase a similar product from a different manufacturer.

The real issue is that the customer needed a replacement. While we couldn't offer a refund, we could offer a discount on the new product.

Reference no: EM132949590

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