Annette Osterhout purchased a new notebook computer from Warren Hutchinson at Welbright Electronics. Because the notebook was last year’s model, it was the last one of its kind in the store. Two days later when Annette tried to start the computer, the notebook had no power. Annette connected the power cord and waited for the battery to charge. When she attempted to start the computer three hours later, the computer still was not charged. Annette called Warren, and he asked Annette to bring the notebook back to the store. Warren did some troubleshooting and believes the power cord connection on the notebook is defective. Because he has no other notebooks of that type in stock, Warren tells Annette he will send the notebook for repairs, which will take 7–10 days. Annette is furious and wants her notebook today. She is threatening to take her business to another store. What strategies can you give Warren for handling this angry customer?

Answer rating: 100% (QA)

The following strategies can be used to pacify Annette Empathize with the cust... View the full answer