One of my modules in my course is Customer Service, so for my latest assignment I had to learn how to deal with a complaint! First the teacher told us to write down a scenario where you had to pick 3 complaints. Mine was at a shoe shop and I bought a pair of expensive waterproof shoes. The first complaint was that after a week the shoes were letting in water. The second complaint was when I went back to the shop the staff member was rude to me, and finally after I got a replacement the soles of the new shoes were coming off. So my teacher had to choose someone who would deal with my complaint from a bag. Then I had to pretend to be the customer and the other student had to try to sort out my problem.
So as usual I was quite nervous about this! We were also being recorded by audio which made it worse! So for the complaint that I had to deal with was that the customer was in my chemist and the staff members were talking and ignoring her, then when she got their attention the staff member didn’t have a clue about the products, and finally the item she asked them to put away for her couldn’t be found. So I was the manager and I had to sort out the issue for her!
Our teacher told to do it in stages: first we had to introduce ourselves to the customer and that we were the manager/supervisor. Then the customer/student had to tell us their complaints and we had to quickly jot down the 3 main points. Then I had to say the 3 items back to her. (To make sure I was correct). After this I had to explain to her how sorry I was that all that happened to her. Basically I had to sympathise with her and tell her I understand why she is so upset. I then had to thank her and appreciate that they told me. Finally I had to offer solutions. For my complaint I said that I will do more customer service training with my staff, I will show the staff member around the chemist and spend an hour explaining the products to her so she will know more about them, then finally I said I would make the staff member aware where to put the items for collection, and then I offered a 10% discount to the customer for her next item she buys.
So I had to hit all of those points to get a perfect score, and I did! I was nervous because I never really had to deal with a complaint before, and I was afraid that I would get the information wrong and all that, but thankfully I did well!
I think this was really good practise for the real thing. Now I know how to approach a complaint and how to handle it well! I also had to do a phone call where me and another partner had to make up a phone call and then we had to be recorded and tested on how we handle it. I had to answer the phone promptly, professionally and give relevant answers and information to the caller. Then I had to end it correctly. That one was much easier because we could just read our dialogue.
So for the past week I was stressing over that so now I’m glad that it’s done. It wasn’t as bad as I thought and once I started I was fine. Everybody else was nervous too but I think we all did well. Everyone was there while we were doing it so that was nerve wracking, but it’s nice to know that everyone is in the same boat and there’s no competition or anything. Everyone clapped when each person finished too.
I’ve a few more of those types of assessments but at least now I know that I can do them now. I just need more confidence in myself!