PROBLEMS IN HANDLING COMPLAINTS Pioneer Electronics Store, one of the leading electronic stores in Hyderabad ells batteries, all shapes and sizes, all voltages and prices. One particular battery sells for Rs 300 for a package of three. Mohit a salesperson at Pioneer electronic sold store morning, la package of these batteries to a customer on Monday this week. He paid cash for them and left the store, headed for home. The next day, on Tuesday the customer returned to the store, having battery packet in hand, and Ald Rohan (different salesperson as Mohit was on leave) that he had purchased these batteries the day before, and they are not working. Rohan tested the batteries and found the batteries really dead. Customer started shouting 'you wasted my time", "you are fraud", and so on. It put Rohan in trouble. He was dancing between horns of dilemma. In the last five years at Pioneer store, he never heard of such complaint. But he was quite because the batteries looked like new. How do we resolve such customer complaint? To begin with there is no way to determine that the batteries the customer has in hand is indeed the batteries he bought last day. Since most batteries show no external sign of wear, for all practical purposes they may all have been the older set, the set that the new one replaced. Second, the nature of batteries is such that the customer may be accidentally drained them himself, and now wants to become smart and pass the responsibility to the store. In either case, the salesperson Rohan standing in front of the customer who claims he was sold defective batteries, and now wants the situation resolved as soon as possible. Suppose, you face the same complaint while working as same sort of sales Customer Service Excellent Good Average Poor 0000 store: 1. How would you examine the case from store's point of view and customer's point of view? 2. Suggest a solution that has win-win solution for both the parties concerned?