Respuesta :
Final Answer:
Due to a busy day and her lack of authority to issue refunds, Maria asked a customer with a faulty phone to return the next day to discuss the issue with her supervisor. Unfortunately, Maria forgot to document the interaction. The following day, when the customer returned and Maria was off duty, the supervisor, unaware of the previous day's problem, left the customer frustrated by having to re-explain the issue.
Explanation:
In this scenario, Maria, as a sales associate, faced a challenge when a customer sought a refund for a malfunctioning phone. As company policy required the involvement of a supervisor for such matters, Maria correctly advised the customer to return the next day to discuss the issue with her supervisor. However, due to a busy day and perhaps an oversight, Maria failed to document the details of the customer's complaint.
The next day, when the customer returned, Maria was off duty, leaving the supervisor unaware of the previous day's incident. This lack of communication resulted in the customer having to repeat the entire problem, causing frustration. It highlights the importance of effective communication and documentation within a customer service setting. While Maria's intentions were to address the issue appropriately, the breakdown in communication led to an unsatisfactory experience for the customer.
In customer service, maintaining comprehensive records of interactions is crucial for seamless issue resolution and to ensure that any staff member can assist customers effectively. In this case, a more diligent approach to documenting the customer's concern on the first day would have prevented the confusion and annoyance experienced by the customer on their return.
*Question: Maria works as a sales associate at a shop that sells mobile phones. One day a customer came in complaining that his new phone was not working properly and that he needed a refund. Maria asked the customer some questions to find out why the phone did not work. She was not authorized to give refunds and her supervisor was out for the day. She told the customer to come back the next day to talk to her supervisor. Maria meant to write down information about the interaction with the customer but the store got busy and she forgot. The next day the customer returned to the store. The supervisor was there but had no idea about the problem from the day before. Maria had the day off. The customer became very annoyed when she had to explain the whole problem again.*
