Consumer Behaviour Assignment $2$

Use your listening skills and speaking skills as well your ability to assess emotions to solve the following customer complaint.

For example. a customer bought a faulty electric kettle from your shop but on arrival at home they realized that the kettle is faulty and does not work at all. Unfortunately, they lost their slip so you can't exchange for a good one.

How would you handle this angry customer and make sure that by the time they leave your shop they are back to being a happy and satisfied customer.

Role$-$play a situation. where a customer has a complaint, and the employee must find out what the problem is$.$ The customer is angry and upset.

The student who role$-$plays the employee should find the main idea of what the customer says. The employee should also ask questions to find more information.

Note that the employee should remember to adjust the tone, pitch, pace, and volume of voice when speaking to the customer.

$50$ Marks