Amanda was upset about the service she received when she was shopping at a department store in the cosmetics department. First, the different sales people in the area were clustered together talking and laughing and not paying attention to any customers. Then when Amanda asked for her regular color of foundation which was priced at $49, the sales associate simply stated that they were out of stock and did not offer an alternative. Amanda went to the customer service desk and asked to speak to the store manager. What can the manager do to recover from this service failure?

Question

Social Studies

Nolan Kaiser

5 October, 18:32

Amanda was upset about the service she received when she was shopping at a department store in the cosmetics department. First, the different sales people in the area were clustered together talking and laughing and not paying attention to any customers. Then when Amanda asked for her regular color of foundation which was priced at $49, the sales associate simply stated that they were out of stock and did not offer an alternative. Amanda went to the customer service desk and asked to speak to the store manager. What can the manager do to recover from this service failure?

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Answers (1)

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Gunnar Berger · Answer 1

Answer: Encourage Amanda to complain by listening without interruption.

Explanation: Based on the content, Amanda's dissatisfaction could be inferred from the fact that the sales people failed to pay necessary or adequate attention to customers when trying to make a purchase. These sort of customer service behavior could lead the customer to believe that he or she isn't important, which is a bad customer service behavior. In other to correct or make amends, the manager must encourage Amanda to make his complaint, giving him the necessary attention and audience, which the junior staff didn't afford him.