Reference no: EM133144307

Re-write Mary's response to the way she should have answered and re-write the customer's response to Mary's improved approach.  What does she do wrong? 

Background information:

Mary works for a company that sells photocopy machines and other office equipment. One of her customers calls her to complain about a photocopy machine.

• The customer's one year warranty expired six months previously
• The customer's machine is not able to handle the volume of copying
• The customer has damaged the machine by using the cover incorrectly
• The machine has been repaired many times over the past 1.5 years and the value of the customer's copier has dropped drastically.
• The customer really needs to replace his machine with a heavy duty machine

Mary - Hello. Thank you for calling Best Office Machines. This is Mary speaking. How may I help you?

Customer - Hi, my name is John Jacobs. I am calling about our copy machine. We have had it for only 18 months and now it doesn't work properly.

Mary - Mr. Jacobs, would you please tell me the name of your company so that I may get your file.

Customer - Yes. The company is ABC Manufacturing.

Mary - Ok. I have your file. You purchased the XYZ Photocopy machine, 18 months ago. What did you say the problem was?

Customer - A copy machine should last more than 18 months. You sold us a defective machine.

Mary - (defensively) We would never do that! According to our records the service technician inspected the machine several days ago and found two problems that you caused. You used the unit to copy a higher volume than it was built for and, because your people do not know how to close the cover properly, some of the parts were damaged. The sales material and user's manual both outline the maximum volume that the machine can handle. You should have read the manual.

Customer - (Very angry) What do you mean it is my fault?  You sold me a defective copier.  I want a replacement copier and I don't want your arguments.

Mary - I'm sorry Mr. Jacobs, but we cannot replace your unit since your one year warranty expired six months ago. And since you were using the unit incorrectly, and you caused the damage, the warranty would not have covered it anyway. We will take your machine as a trade-in on a larger heavy duty machine if you like. I could have a sales person speak with you about a trade-in.

Customer - (furious) No!  I will never do business with you again. Believe me; you will have a bad reputation in this town!