Question

You are the manager of a pet store. You’ve received a written customer complaint whereby the customer states that he deserves a refund. The customer states that none of the products he has purchased have worked and the staff in the store “never know what they are talking about.”

Using at least 250 words, explain how you would address the customer’s complaint. Be sure to address each of the five steps in the problem solving process and give examples of things you might say or do in order to complete each step.

Answer 1

Answering a complaint is quiet easy but addressing a complaint is critical as one needs to not only resolve the issue but also regain customer trust so that the relationship exists even in the future, as it is said an existing customer is equal to five new customers. Hence as the owner, the resolution should be detailed and satisfying.

Steps of problem-solving:

a)Pin the problem

Here it means looking at the issue from all-round perspective. What as an owner do you identify the problem is? What as a customer the problem is? What as the employee the problem is? Problems look different to different people hence an all-round perspective should be checked. Like here, in this case, a detailed explanation first from he employee should be taken and then customers complain must be read carefully and then as an owner I will go in further detailing as to what could be the perspective.

b)Identify and define the problem:

When the all-round perspective has been analyzed then came into existence the real problem. Defining here means defining underlying cause? state the problem specifically? Identify what standards have been violated? Differentiate facts from opinion and the proceed. In this case, the problem started due to the miscommunication between the employees and the customer. The employee was unable to make the customer understand his point and was unable to understand what the customer wants. The customer is not pissed off with the store but because of the wrong product purchase. Hence we can communicate the customer as an owner that it was mistake from our end that we were unable to clearly read their needs.

c)Generate alternative solution:

Include all involved individuals in solution generation. Specify alternatives that go well with organizational goals and ethics.seek alternatives that may solve the problem. Like, in this case, one thing that can be done and is probably demandbu the customer is the refund but what we can do here is that we can replace the products as a goodwill gesture. Since in a complaint they are stating that the staff in the store" never know what they are talking about", hence substituting the product and making their experience a pleasure will help to maintain the relationship as well as the brand value.

d)Evaluate and select alternative:

This step involves analyzing the all possible solution and choosing the best one. In this case, also all alternatives should be analyzed and communicated to the customer. If I was the owner I would have reverted that we were extremely sorry for their inconvenience and want to make it up to them hence if they want we could have a talk and will then provide them with all the product they required and replace the old ones.

e)Implement and follow up:

Now since all the solution has been checked upon the best should be implemented and must be followed to know to get feedback from the affected parties. Here we will convey the customer and will ask them to give us one more chance and will replace his product and then take feedback as to whether they are satisfied or not. This will allow continuous monitoring and retain the buyer-seller relationship.