Answered step by step
Verified Expert Solution
Link Copied!

Question

1 Approved Answer

Business: Car Mechanic Type of customer: Inexperienced Customer ( has no clue about cars) DIFFC UEI CUS IUVER PROSECT Look at the list at the

Business: Car Mechanic
Type of customer: Inexperienced Customer
( has no clue about cars)
image text in transcribed
image text in transcribed
DIFFC UEI CUS IUVER PROSECT Look at the list at the bottom of this document. I randomly assigned each student: 1. A business 2. A type of difficult customer This is an individual project. Some of the scenarios may have more than one name but each student should do this project on their own. Brainstorm several "Difficult Customer" scenarios for the business you have been assigned. You are going to write two scripts involving this scenario. These scripts should be written in conversation format. One script should show how not to handle a customer complaint, and the other should show how to properly handle the same complaint. You will record a video acting out your scenarios. You can do this with the help of a friend, family member, Barbies, stuffed animals, or anyone who you chose to help you. For example, if you were assigned "Shoe Store" and "Angry Customer": Script 1: How not to handle the customer complaint Pick a scenario of what the complaint could be. The shoe the customer bought might not fit properly and caused blisters, or the sole fell off. The script should give specific details of the complaint and the employee reaction to the complaint. In this first script, you should show hot to not handle the customer's complaint. Example: Customer: (angry) "I can't believe your colleague talked me into buying those crappy running shoes! I wore them last weekend and now I can hardly walk! I have blisters all over! " Employee: (snappy) "Well, didn't you try these shoes on before you bought them? bought might not fit properly and caused blisters, or the sole fell off. The script should give specific details of the complaint and the employee reaction to the complaint. In this first script, you should show hot to not handle the customer's complaint. Example: Customer: (angry) "I can't believe your colleague talked me into buying those crappy running shoes! I wore them last weekend and now I can hardly walk! I have blisters all over! " Employee: (snappy) "Well, didn't you try these shoes on before you bought them? My associate doesn't know if the shoe fits or not!" (continue the script here... how does it end?) Script 2: How to handle the customer complaint properly Using the chosen scenario, write a script how to properly handle the customer's complaint. Example: Customer: (angry) "I can't believe your colleague talked me into buying those crappy running shoes! I wore them last weekend and now I can hardly walk! I have blisters all over!" Employee: "Mam, I am truly sorry about your experience with our shoes and that your feet hurt. Could you please tell me which shoes you are referring to?" (continue the script here...how does it get resolved?)

Step by Step Solution

There are 3 Steps involved in it

Step: 1

blur-text-image

Get Instant Access to Expert-Tailored Solutions

See step-by-step solutions with expert insights and AI powered tools for academic success

Step: 2

blur-text-image

Step: 3

blur-text-image

Ace Your Homework with AI

Get the answers you need in no time with our AI-driven, step-by-step assistance

Get Started

Recommended Textbook for

International Financial Management

Authors: Jeff Madura

3rd Edition

0314862722, 978-0314862723

More Books

Students also viewed these Finance questions

Question

Explain the need for and importance of co-ordination?

Answered: 1 week ago

Question

Explain the contribution of Peter F. Drucker to Management .

Answered: 1 week ago

Question

What is meant by organisational theory ?

Answered: 1 week ago

Question

What is meant by decentralisation of authority ?

Answered: 1 week ago

Question

2. When is the job to be completed?

Answered: 1 week ago

Question

What are the steps involved in the HR planning process?

Answered: 1 week ago