You work part-time at the customer service desk at a home improvement store in y

Question

You work part-time at the customer service desk at a home improvement store in your suburban town. It is late September and in walks a man who firmly but politely presents his receipt and insists on returning the barbecue he bought in June for a full refund. He explains, "it does not work as well as it should For your part, it is clear that this man bought the barbecue to enjoy summertime grilling, and now that the summer is over, he no longer needs the barbecue- at least until next summer. Your company's policy is to take back any product within 90 days or purchase with a recejpt and within one year if the product is defective. What do you do? 1 What is your immediate reaction to the scenario? How would you feel f you were the person this situation was about? 2. How could this situation have been avoided? 3 Vhat epproaches to resolving this conflict are appropriate? 4 What are some things that, if done, would make this approach successfui? 5 What are some things to avoid when attempting to resolve this confict? Why? Reply Eail Aurtior ge Acions Expand All AI OK Dd T0:39 PM 3/19/2018

Explanation / Answer

The immediate reaction will be to ask how the product got damaged or what kind of defect it has. I will first enquire about the problem that happened. This situation had been avoided if the company would have reduced the return period within summer season. The approach should be explaining about the company's policies about the return and accepting his proposal as he has bills and the product has become defective. The policies should be modified to reduce the return period and the type of defects that are eligible for return are to filtered and addressed properly. The defect that occur due to climate cannot be included as an eligibility to return is one such example.

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