Hello,

According to the text below could you please provide

1.Iideas about how the situation could have been improved by the service provider or the company. 2. Could a proactive approach have been used? If so, what? 3. If not, how could customer loyalty be reestablished despite a negative experience?

Thank you.

"My negative customer service experience happened recently when I went to shop at Marshalls with my mother. For some context, my mother and I shop for clothes a certain way. We pick out all the clothes we want to try on and take them to the dressing room. When I say "all the clothes," I mean around 30 to 40 items of clothing. The reason for this is because we don't have to take as many trips to the dressing room. However, Marshalls' store policy only allows customers to bring in only 10 items.

Bringing in only 10 clothing items wasn't an issue, but it was an annoyance. The issue my mother and I had was with the associate who looked uninterested and spoke a little sluggish. I asked if their store policy was still the same and why that was. She told me the store policy was still the same but didn't have the clearest answer for the latter question. It wasn't her answer that frustrated me but her tone of voice. Because she spoke so sluggish, it was hard for me to take her seriously.

When my mother interacted with her, she felt the same way. My mother claimed she wasn't even paying attention and was looking at a schedule. Despite seeming like she didn't care, she then decides to ask my mother about why she is allegedly bringing more than ten items in the dressing room. My mother had to explain to her that she was just switching out the clothes to try on and that we were together. It was really odd for someone who seemed so uninterested to become alert when my mother and I were swapping out clothing.

This treatment was a good example of how stature and tone of voice can affect how customers can view us. I took note of this and keep it as a reminder to have an approachable demeanor."