Question

Situation 1: Jagan is at the outlet’s veranda listening to how another sales person handled a customer’s complaint. He receives a call from one of the old customers of the outlet. The telephonic conversation goes as follows: Customer: “From “Shape-up” Gym, I am Raghav speaking... Two months back, I purchased this treadmill from you for our gymnasium located at the city’s east and now it is causing some problem... till now whatever gym equipments we purchased from you had no problems of any kind” Jagan: “Please tell me your problem Sir...” Customer: “See, actually I can fix the problem... I know some people who can do it very easily... but that’s not my point... I need to know why the machine caused problem.” Jagan: “You tell me your problem Sir, and then we will fix it for free...” Customer: “I am not having a problem; your machine has a problem” Jagan: “I will come at your place Sir, tell me your exact problem so I can note it down and solve it as soon as possible” Customer: “I can solve the problem... I need to know whether the treadmill comes with a guarantee period and why a brand new machine is causing this problem” Jagan: “I will come over there Sir and if it’s possible, I will bring a technical member from my team along with me...” Customer: “No Thanks for your help... I will speak to your Boss about the treadmill’s inefficiency!” Jagan: “Wait... let me know what I can do for... ...” The call is dropped and Jagan is unclear as to what he must do next. Should he call back the customer on the same number as appearing on his mobile or should he find out if he can trace the customer information from the sales records of the last two months or should his superior know about this incident? The customer appeared to be in a hurry and didn’t even tell about the problem. Jagan also wondered about how Tarun would react to this kind of call. Situation 2: Tarun is busy entering some information into the sales records. He is asked to pick up a call from the superior’s office and following conversation takes place: Cust

Answer 1

In Situation 1, Jagan should promptly check the sales records to trace the customer's information.

Additionally, he should call back the customer on the same number to inquire about the issue as well as give or offer a resolution. Jagan is the one who must remain proactive, gather details, and assure the customer of a swift solution.

Then, later on, he need to or he should inform his superior, Tarun, about the situation, ensuring transparency. Timely communication as well as addressing the customer's concerns will be the one to help uphold the outlet's reputation and demonstrate a commitment to customer satisfaction.