Reference no: EM132986071
A customer makes a complaint about a pair of high-heeled boots they recently purchased from your store.One of the heels broke off the first time they wore them leading them to fracture their ankle.They are extremely angry.Due to the way the boots are designed they cannot be repaired.They are not the first person to make this complaint.Similar complaints have been made by quite a few customers.The customer paid for the boots using their credit card.
Answer the questions listed in relation to this scenario:
1:How would you take action to avoid escalation?
2:How would you seek solutions to the problem?
3:You are not authorised to offer the customer a refund and this is what they are asking for.What should you do?
4:How would you demonstrate a positive and cooperative manner throughout the interactions?
5:What kind of report would you do about the complaint?What would it contain?
6:Is the customer legally entitled to a refund or exchange?Explain.
7:Why might the store be reluctant to offer a refund?
8:If a refund were issued,what form would it take?
9:The customer becomes verbally aggressive and threatens staff.What should you do?
10:What recommendations would you make to prevent future customers dissatisfaction?How would you make them?
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