Case study

e Key Point: A complaint is a memorable moment waiting to happen. Research

shows that customers who complain and get their complaints resolved

satisfactorily are actually more loyal than if they had no problem at all.

Carol: Hello, what can I do for you today?

Mrs. Bree: Probably nothing. I never get the help I need from you people. (sarcasm)

Carol: Im disappointed that we havent been able to help you. Maybe I

can do better today. (empathy, paraphrasing)

Mrs. Bree: If you dont turn my electricity back on, Im going to sue you. (attack)

Carol: When was your electricity turned off, Mrs. Bree? (questioning, sorting out attack)

Mrs. Bree: Today. Do you think Id let it stay off a week and then come in here? (sarcasm)

Carol: So it was turned off today. That must have been very disturbing. Please let me

see what I can do. (repeating, empathy, offering assistance, moving toward a solution)

Mrs. Bree: Just get it back on.

Carol: Are you up to date paying your bill? (sorting out demand, questioning, getting

more information to help solve problem)

Mrs. Bree: Listen, I told you all I have is aggravation with you people. (exaggeration)

Carol: Again, it bothers me to hear that. (empathy, sorting out exaggeration)

Mrs. Bree: I was on holiday and just came back today. I have never been late with a bill.

So, this time I was late. One time. Big deal. Major crime. (sarcasm, exaggeration)

Carol: Do you have your payment with you?

Mrs. Bree: Yes. Here.

Carol: Thanks for bringing this in so quickly after you got back. Well have your

electricity on just as soon as possible. Im really sorry for this problem. Youre a

very good customer. (appreciation, empathy, solution, apology, expression of

support)

Mrs. Bree: Okay.

Carol: Thank you for your patience in helping us find a solution this time. Now, are

there other areas that I can help you with? I want you to have a better feeling

for us and I want to provide you with the best service we can. (appreciation of

customer, verification of solution, checking results)

Mrs. Bree: No, thats okay. Thank you for your help. Actually, the other problems I had

occurred some time ago. (admits exaggeration)

Carol: Well, if there is anything else I can do for you, I would be happy to help.

Thanks for coming in and I hope everything will be smooth sailing from here.

(leaving the door open, appreciation of customer, showing care)

Mrs. Bree: Thanks. Bye.

1. Describe the steps of problem solving

2. What is the real message the customer is conveying?

3. What are clients expectations?