Reference no: EM132914862

Scenario 1

Your manager complains to you that a report that he asked you to complete is overdue. He is due to present this report to an important client at an interstate meeting in three days and would like time to review and edit the report before the meeting.

You tell your manager that you completed your section two days ago, but the report needs some research results that you are waiting on from the sales department. A week has gone by, and they have not supplied you with the data even though you have emailed the sales manager three times requesting the information. You have not yet heard back from her.

Your manager asks you why you did not inform him about the difficulties that had arisen that may cause you to miss a deadline. He is very frustrated.

Scenario 2

A customer has been told that some car seat covers sold by your company are ideal for large SUVs. Later, she phones your organisation and says, "I was given incorrect advice that has cost me a lot of time and inconvenience. I drove an hour and a half from the coast to get these and have had to come back." The customer says that the sales assistant who served her did not tell her that the seat covers would only fit certain models. The seat covers she purchased do not fit her SUV. The seat covers in your shop are clearly labelled, both with shelving signs and on the packaging, stating which models they fit.

For each scenario, describe in one page how you would handle this complaint from start to finish. Include the following in your response:

a. The key issues and potential impact on the client

b. The communication strategies that you would use, including the communication medium

c. The policies or legislation with which you would have to comply

d. The documents that you would gather as part of the complaints-resolution process

e. How you would negotiate with the other person to resolve the situation and ensure that they were satisfied with the outcome

f. How they would be informed of the outcome

g. How the overall complaint-handling process could be improved