You work part-time at the customer service desk at a home improvement store in y
ID: 351557 • Letter: 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 receipt and within one year if the product is defective. What do you do?
What is your immediate reaction to the scenario? How would you feel if you were the person this situation was about?
How could this situation have been avoided?
What approaches to resolving this conflict are appropriate?
What are some things that, if done, would make this approach successful?
What are some things to avoid when attempting to resolve this conflict? Why?
Explanation / Answer
What is your immediate reaction to the scenario? How would you feel if you were the person this situation was about?
Answer: Being on customer service desk, this kind of situation is normal. My first reaction to the scenario would toward this witty man who is trying to fool me with my store. I would not be perplexed, but extra alert for this situation so that I would not commit any mistake in handling this situation.
If I would be the person, that this situation was about with my reason been genuine that is the barbecue didn’t work well, then I would be in little anger toward the person on the customer service desk. But if I would be the witty man who is trying to fool the store for his own profit than I would be feeling a lot of nervousness, as I know inside my self what is the truth.
How could this situation have been avoided?
Answer: This situation can be easily avoided , if the store follow the policies like checking the electric appliances in front of the customers before they take them . So that the store and customer both can be ensured. Another step can be that the should refered to the service center of the particular brand , rather taking it back or giving them the refund.
What approaches to resolving this conflict are appropriate?
Answer: Here, basically two approaches can be made to minimize the conflict.
i. The person on the desk should check the barbeque , and if it feels like it is not working well , he should simply take it back. But he should not refund the money easily , he should give a voucher of that amount which can only be redeemed at that store on a future purchase.
ii. The desk person should simply make that person understand about the policies , and tell him there is nothing that they can do. If he was facing the problem he should come much earlier .
What are some things that, if done, would make this approach successful?
Answer: The some points are already discussed in queston no.2. By following that kind of measures this kind of approaches can easily implied.
What are some things to avoid when attempting to resolve this conflict? Why?
Answer: The most important thing to avoid is , any type of reactions or words which can hurt the ego and sentiment of the customer. As with this kind of action the reaction can be worse. One another thing is to be avoided that is any physical violence from any side , its better to take legal support before the situation goes worse.
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