What are some errors she inadvertently made

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Reference no: EM132189894

Resolving Complaints.

Melissa Devlin, the manager of Baby’s Little Store, Overheard an angry customer yelling at the sales associate. It was obvious that Keanna, her new sales associate, was in a tight spot with a customer.

As the situation revealed itself, this new mother had recently bought a baby mattress for her newborn and was very dissatisfied with the quality of the product after using it only a short time. She felt the mattress was made with unsafe materials and was concerned for her baby’s health and safety. When the customer said she wanted her money back, Keanna said nicely, “I will have to check with the store manager to see if we can take back this used mattress for a full refund or not.” At that point, the customer lost her temper and said, “What is the issue? Why do you have to check at all?”

1. Evaluate the manner in which Keanna handled the situation. What did she do well in the customer situation and what are some errors she inadvertently made?

2. What suggestions could you make to this problem-solving approach, so that future dilemmas of this type have a more customer-oriented and positive solution?

Reference no: EM132189894

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