Mrs Smith purchased a computer printer. The printer operated effectively and efficiently for three months and one day. She is a regular customer and quite angry as she had purchased this model on the technical advice given and wishes to lodge a formal complaint.

Scenario 2

Mr Jones purchased a series of textbooks and required them to be delivered to his office before the end of the month. You were able to organise delivery before the end of the week. He has called in to compliment you and your organisation on the service provided.

Questions:

2. What are the customer's needs in each scenario? How did you determine their needs?
4. Give a detailed account of how you would handle each situation/ scenario. Include information regarding policies and procedures as a representative of your organisation.
6. What can you do to prevent the situation from happening again in scenario one?
8. Outline the procedure for customer complaints.
10. What can you do with customer feedback?