You are the new Assistant Manager for Gordon’s Cycle Shop. Your boss has asked y

Question

You are the new Assistant Manager for Gordon’s Cycle Shop. Your boss has asked you to review the Service Manager’s way of handling customers – he is concerned that her direct communication style might be costing the shop business. What would you tell your boss about the appropriateness of the correspondence below? What changes would you suggest?

Dear Mr. Smith,

I’m sorry, but we will not be able to honor your Gordon 500 motorcycle warrantee because of owner misuse. Gordon’s Cycle Shop carries a one-year warrantee on all parts and labor under normal usage. Page 6 of your owner's manual states that 2-cycle engine oil and unleaded gasoline must be used for the warrantee to be in effect. Our inspection of you motorcycle engine showed that 10W30 oil had been used, along with leaded gasoline. Your use of incorrect oil and gasoline has caused the problems you are experiencing. Our technicians can repair your motorcycle engine at the usual rate. Please call our repair center at 425-564-7889 to tell us if you would like us to proceed with the repairs.

Sincerely

Michelle Tarrigan

Gordon’s Service Center

Explanation / Answer

The communication has to be mix of empathy towards customer and at the same be direct in communication.

In service industry below points are important:

1) Instead of starting we cannot proceed with the repair, confirm with customer your finding. Explain customer well about your finding.

2) Show empathy towards customer.

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