Question

6. Mrs. Grant has an interview with Spencer, a caterer, to discuss hiring him for a wedding. Spencer arrives on time and gets right to business. Spencer asks Mrs. Grant questions about her needs and writes down her answers in a serious way without looking up. Then he reads from his company's menu and policy pamphlet, describes his food and services, gives her a quick estimate and says brusquely that he has to run.

Mrs. Grant is irritated and calls Spencer's supervisor, who tells Spencer to call Mrs. Grant back and resolve the problem.
What can Spencer do to resolve the customer's problem?

Answer 1

Spencer can resolve the issue by apologizing, having an attentive discussion to understand Mrs. Grant's preferences, and demonstrating flexibility in tailoring services to her needs.

Step-by-step explanation:

To resolve the customer's problem, Spencer should first apologize to Mrs. Grant for making her feel unappreciated or rushed during their initial interaction. Recognizing one's own mistakes is crucial in customer service. He can then offer to have a more in-depth discussion about her needs for the wedding, ensuring that he listens attentively and responds thoughtfully to her concerns. This could involve a personal meeting or a detailed phone call where he takes the time to carefully go through her preferences and customize his services to better suit her expectations. Furthermore, Spencer should demonstrate flexibility and understanding, offering to make amendments to the previous estimate if necessary and ensuring that he makes Mrs. Grant feel valued as a potential client.