Making and dealing with complaints

complaining dvd
Customer Service

 Role One: You are a customer.

Last week you bought a DVD player on sale. When you tried to set it up at home, you discovered that it did not work. Today you take it back to the shop and explain the situation to the manager.

Invent the details of the situation and decide what course of action you will take (you would like to get a refund). Try to come to an agreement.

Role Two: You are the manager of an electrical equipment store.

A customer has come in to complain about a product that does not work. Your shop has a no-refund policy for things bought during the sales.

Listen to the customer, explain your shop’s sales policy and offer alternative solutions. Try to come to an agreement.

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