Scenario You work part-time at the customer service desk at a home improvement s

Question

Scenario

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 have you learned about the case study? What have you learned from your teammates about various ways in which one conflict may be resolved? What will you take away from this discussion?

Explanation / Answer

It is learnt that demand and preferences of customer change with time and once the time is over the products they bought may not be required anymore and they may try to return that which is not at all ethical or fair. Defective products are taken by the organization within 90 days but in this case the product is not defective rather the customer no longer needs it so he has planned to return the product. In this scenario it is better to stay calm so that conflict is avoided and the customer should be made aware that the reason why he is returning barbecue but that should not be expressed rather politely the situation should be handled. A conflict is not at all expected so he behavior should be as such so that the customer and the shopkeeper does not get into a conflict.

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