What Would You Do? — Handling a Difficult Customer
An interactive scenario: three decisions in a conversation with an upset customer
You work in customer support. It is Friday afternoon, and a message arrives from a customer whose order did not arrive in time for an important event. In this scenario you make three decisions. After each one, you will see what happened and why.
The situation
— An order that arrived too late
Alex ordered a set of conference badges a week ago with guaranteed delivery by Thursday. The badges arrived on Friday morning — after the conference had started. This is Alex’s message:
This is unacceptable. I paid for guaranteed delivery and the badges came AFTER the event. My whole team looked unprofessional in front of 200 guests. I want my money back and I want to know who is responsible.