Best_Buy - Expedite the resolution Replacement, monetary,...

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Best Buy or Worst Buy? Prof. Susskind October 7, 2008
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Handling Complaints – The Basic Four Steps 1. Listen and empathize 3. Identify mutually acceptable solution 4. Check back
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1. Listen and empathize • Calmly listen • Don’t interrupt • Eye contact • Don’t become defensive • Make sure to understand the guest’s issue – Repeat what you heard • Empathize
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2. • Apology • Resolve expediently • Full attention – to guest – resolving complaint
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3. Identify Acceptable Solution • Provide solution – Ensure agreement with guest
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Unformatted text preview: Expedite the resolution Replacement, monetary, or other resolution? 4. Check-back Ensure complaints are truly resolved Follow up Next day? Letter? Management contacts? Best Buy or Worst Buy? Answer the following questions: 1) What are three strengths of this letter? 2) What are three weaknesses of the letter? 3) How should the company respond? What I Did Wrote a letter to COO CCd Orlando store manager CCd Ithaca store manager Sent all the letters via registered US mail with a return signature...
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Best_Buy - Expedite the resolution Replacement, monetary,...

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