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Scenario C
Read the following information and respond accordingly.
Mr. J. Doe
24 Little Street
London
Dear Sir/Madam,
I am writing this letter to complain about the service that I received while attempting to become registered with your company. I called your service to register with a credit card but was told that the price was different than what you advertised on your website. I tried to explain to the person I was speaking with that I wanted the spring package, which was advertised for sale at $120. The person I was speaking to on the phone continually told me that the price was $150, but I could see online that the price was $120.
The person refused to sign me up for the site at the stated price, and I was forced to pay the $150, as my organization was desperate for the report. Our company has been a regular user of your services for many years and I must admit that I am very upset about the service we received. It was less the amount of money, but the fact that the operator was providing a hire charge than what was currently advertised on your site.
I look forward to hearing your response,
James Doe
Consultant
Exec U Search
A further investigation into this situation reveals that there was a new employee responsible for taking the call. Because it came towards the end of the day, the operator was alone and could not speak with anyone else about authorizing changes in payments. The website was advertising a sale price of $120, that technically expired the day before. The pricing on the website had not been updated to $150.
Answer Key
Dear James,
I am writing in response to your letter of complaint following the phone call you placed to purchase our product.
First of all, I’d like to apologize unreservedly for the poor level of customer service you received that afternoon. The call taker failed to offer you the product at the advertised price, which was what you were entitled to receive. I understand why you are upset about the error made on our part.
We have already taken steps to rectify the situation by providing additional training for our call takers and allowing them more discretion to make decisions on pricing matters. Our marketing personnel will also ensure that pricing is dealt with in a timely manner to ensure there is no contradiction in the price of our products and what is posted on our website.
I have authorized a credit of $150 on your account with us, so your next purchase will be covered. We strive hard to keep our customers happy and work hard to ensure that our product provides the best value. We appreciate letters and comments from customers such as you, as they allow us to continuously improve our products.
If you ever run into another issue, please do not hesitate to contact me directly, and I’ll be happy to help you in anyway that I can.
Yours sincerely,
Operation Manager
Online-Forms
Competencies to Consider
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Responsibility: You should take responsibility for the poor level of service that was provided. The customer was correct about the sale price. Relationship Building: By offering a credit to the client, you will ensure that he continues to use your products and hopefully has a better experience the next time around. Offering a refund would be an option as well, but a client might accept the money and choose to use another service. Work Organization: By changing the authority that call takers would have, and implementing rules for price changes, the organization will function better. Communication: By encouraging customers to express discontent with your service, it allows you to improve and hopefully make your customer happier in the future. These are just some of the competencies that could be addressed in your answer. |