Question

Handling an angry customer Shawn Cornock purchased a new Star-1 model TL10G refrigerator from Steve Wu at Home Sweet Home Appliances. On Tuesday, the new refrigerator was delivered, and the old one was removed. The next morning, Shawn noticed that all his frozen foods were thawed because the freezer section of the refrigerator was not getting cold. Shawn called Steve, who said he would send somebody right over. The repair person determined that the refrigerator’s compressor was not working. He told Shawn it would take at least two weeks to get another TL10G refrigerator delivered. Shawn called Steve and demanded that a new refrigerator be delivered today. Steve has called around and located another TL10G refrigerator in a company warehouse in a neighboring state. However, the soonest Steve can get this refrigerator delivered is Friday. Shawn is furious and tells Steve to come get the refrigerator today and issue a credit. What strategies can you give Steve for dealing with this angry customer? Work with a partner to develop these strategies.

Answer 1

There are following strategies that can be suggested to Steve to deal with angry Shawn:

1. Remain calm: Steve should remain calm on Shawn being angry with him for providing a faulty refrigerator. He has genuine reasons to be angry with Steve since Steve also failed to provide the replacement on-time. His anger will subsidize with time since Steve has promised him for the delivery of the refrigerator at soonest.

2. Listen: Shawn is angry as he has received a faulty refrigerator, his food has been spoiled, and the replacement would take two more days. Steve should give him all his ears. It will allow Shawn to vent out his anger and feel relaxed afterward. Hearing him out will be an acknowledgment of his concerns.

3. Empathize: Steve should empathize with Shawn on receiving a faulty refrigerator. He should understand how it feels and communicates the same to Shawn. He can use phrases like, 'I understand how upsetting that could be".

4. Apologize: The next thing Steve should do is apologize to Shawn for the inconvenience caused to him. He should avoid making excuses and explain why it had happened. Apologizing will help Shawn to calm down.

5. Resolve the issue: Steve should resolve the issue and ensure Shawn that he would be getting his refrigerator positively on Friday and also ensure that no another delay will happen afterward.

6. Thank Shawn: In the last, Steve should thank Shawn for understanding the situation and cooperation. He should finish with a smile and a warm farewell.