Reference no: EM132873008

Question

Role-play: Customer Service ComplaintCustomer

Confidential Information for the

Forty-five days ago, you bought a leather coat for $195.00 from Martindale Coat Shoppe. The timing could not have been better. Regular price was $265.00 and you bought it while the weather was still warm. You tried it on quickly at the store, loved it, and asked the sale clerk to wrap it up. You then stuck it in the closet at home.

Yesterday, with the seasons changing, you were excited about wearing it for the first time. You pulled it out of the wrapping and put it on. That's when you noticed a large tear in the inside lining. You would swear that the tear was not there when you tried it on at the store and would be willing to bet that the sales clerk was careless when she wrapped it up. Now that you recall, she went to a back room to wrap it up and for all you know could have switched the coat with a defective one. Then, again, you really can't be sure what happened. All you know is that it isn't your fault and you either want a brand new coat or your money back. You don't want to keep this coat if they offer to mend the tear.

Until this experience, Martindale Coat Shoppe was one of your favorite stores. The store is part of a chain of such stores. You have bought other items from the store before, including both this location and other locations in the city. In fact, you've had a few other minor problems with merchandise and they've been pretty cooperative with returns. However, you've never dealt with this store concerning a return. Further, in the past, you've returned things within days of the purchase so you don't know how they will respond to a return request forty-five days after the purchase. At least you have a sales slip you can show them.

You are approaching the store manager to discuss this matter. You recognize this individual from when you purchased the coat. The manager was working in the back room when you were dealing with the sales clerk. You did not interact with the manager at the time. The girl you bought the coat from is not present.

You really like this store and will likely want to purchase items from them in the future. But you also want to be treated fairly and you are the customer.

The exercise requires parties involved to resolve a dispute. Please provide answers from the perspective of the manager and the customer.

1. From your (your team's) perspective, what were the core issues/problem? What were you (your team) desired outcome/s or goals?

2. How would you describe your (your team's) conflict handling style/approach? Why did you decide on that approach? Did you (your team) achieve your desired outcome/s? Why?

3. What were the top two difficulties that emerged during your (your team's) encounter with the other party? If you could do it all over again, how differently would you (your team) have handled the situation? Why?

4. What concepts, tool and techniques (learned from this course) were applied during the encounter? What worked and what didn't?