Example of the Situation Dealing With Complaint - Paper Sample

How should Brenda go about handling this complaint?

Is your time best spent reading someone else’s essay? Get a 100% original essay FROM A CERTIFIED WRITER!

Order now

Brenda should call Susan and arrange to have a meeting with her to look into her complaint. During the meeting, Brenda should carry with her the new toner and paper. She should firstly apologize to her and inform her that she is there to listen to her issues in person. After Susan has raised her complaints, Brenda should ask Susan on how she want this to be solved. Brenda should then start explaining all the issues that Susan has raised. She should explain to Susan the issue of paper jamming and demonstrate it with the correct paper. Brenda should give Susan her toner for and explain to her what happened and reverse the mount back to Susan account. Brenda should also explain why the communication between the two was down and promise that it will happen again. After explaining all the solvable problems to Susan, Brenda should address the speed of the copier and inform Susan the benefits of slower speed since it maintains the quality of the copier and this has been approved by the manufacturer (Barlow).

What could Brenda have done to avoid this incident?

To prevent this incident, I could have been better if Brenda is taken more steps to build the relationship with Susan. It was the responsibility of Brenda to get in touch with shipping department to ensure that Susan that toner are shipped on time. Regarding wrong paper, Brenda should have provided enough training to Susan. Brenda assumed that everything was fine when it was not, she should have frequently called Susan to check on how the copier was performing. As such, Brenda could have realized that the toner had not been delivered and the issue was with the shipping department. Brenda should have explained to Susan on the product she was purchasing especially regarding the speed of the copier, this came out when the copier developed some problems. Lastly, Brenda should have on various occasions asked the shipping department regarding Susans order to ascertain on the progress (Barlow).

What steps can Brenda take to do a better job of maintaining open, two-way communication with Susan?

Brenda should exchange the contact information numbers and always check on each other every time, probably twice a week. If the communication between Brenda and Susan become healthy, Susan will feel comfortable every time she calls Brenda when there is the problem to enable Brenda to handle the problem the moment it arises. The contact between the two will be natural and more of two-way traffic if Brenda initiates frequent communication.

Assuming that Brenda can retain Susan as a customer, how can she add value to her relationship with Susans firm?

Brenda has a significant opportunity to increase the value to her relationship with Brenda if she decided to stick with NCC. As per now, since Susan is not happy with NCC, hence all initiatives that will be taken to repair the relationship will go noticed. Brenda can also fix the relationship through a frequent phone call, personal visit and even provide some rewards to her for being a loyal client. Also, giving discounts on product Susan purchases will enhance the relationship. If the company has any compensation program, Susan should be included in such program. Lastly, to add more value to the relationship, Brenda need to provide excellent customer service care after this incidence (Barlow).

Work cited

Barlow, Janelle. A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong: Easyread Large Bold Edition. ReadHowYouWant.com, 2009. Print.