Manage What? for ManagersEditors PickManagement by Bernard Taiwo - March 23, 2020March 24, 20200 Share Share on Facebook Share Share on TwitterTweet Share on Pinterest Share Share on LinkedIn Share Share on Digg Share Manage What? for ManagersResponding Assertively to a Customer ComplaintYou are the assistant manager of a paint store. Your store manager and all the service technicians have already gone home for the day. The phone rings and you find yourself talking to Mrs Philip, a customer who says (in an angry tone of voice), “You sold me a basement floor sealer and it did not work. My basement flooded with the last rain and ruined my new flooring and drywall. I am coming in right now and expect a full refund and a cheque for the damages”.See also HOW TO THINK POSITIVELYWhen you ask whether she fully prepared the floor with acid etching to insure adhesion, she says “No, but you shouldn’t have to do all that. I am really mad. When I bought the sealer from you guys you promised it would seal out the water. So I expect you to fix it, right now. If not, you will be talking to my lawyer”. You know that your boss might refund her money but will never go for paying any damages.See also CUSTOMERS FIRE EMPLOYEES EVERY DAYGiven that you want to preserve the firm’s reputation and the customer’s goodwill, how would you respond?What would be your ultimate goal in this exchange and what assertive behaviours could you invoke to help you achieve your goal?See also How to prepare your business for coronavirus – 18 protection stepsIs there anything you absolutely would not want to say or do? Manage What? Managers questions will be published once each month. Your response(s) will be appreciated.Share this:TwitterFacebookLinkedInWhatsAppSkypeTumblrMorePrintPinterestTelegramRedditPocketRelatedShare Share on Facebook Share Share on TwitterTweet Share on Pinterest Share Share on LinkedIn Share Share on Digg Share