COMPLAIN A BAD
SERVICE AND BROKEN PRODUCT IN A BOUTIQUE
For the last few days the Venice Summer Boutique store has received several
complaints from customers, some customers have complained about clothing and
services. From the boutique store, such as easy to loose buttons and poor
service from the store’s employees. On Thursday the boutique customers service
store received a phone call from a reguler customer who wanted to complain.
Kriinggg!! customer service received a
call “Hello
is there a Venice
Summer Boutique store, can i
help you?” Mrs. Arin “I am
VIP customers from this store, I want to complain about the clothes that I just bought, why the buttons are so
easy to come off even though i just bought the clothes yesterday, so how come
sir?”. Customer service “we will follow up your complain in three days, we will give the news
to Mrs. Arin, please wait ma’am?”. Mrs. Arin “OK”. Customer service “ok mom, we
will follow up for the complaint, thank you for you complaint, in three days,
we will give news to Mrs. Arin. Please wait ma’am...”. Mrs. Arin “OK”
After three days, the client hasn’t
heard any information about her complain yesterday from the boutique, finally the client feels furious and calls the boutique again. And he
said he was very disappointed and mad with the boutique service. Then, the
client also said that the services in the boutique was very bad. The client
threatened the boutique by saying that if there was no follow up in two days he
would give a bad review and would not recommend the boutique to her relations.
Customer services immediately apologized to the client and promised to
immediately follow up on the case.
After getting complaints from one of
the VIP Clients yesterday, some employees gathered to talk when lunch
break, and customer service talked about what
happened to him at the time custumer
services says, ” I got a loud complain from VIP
customer yesterday, and he threatened to give a bad review. What should I do ?” So other employee says “ Be patient, I’m sure is actually not
entirely the fault of our boutique, it
might be a mistake from the factory and the tailor. Besides, we have selected
which clothes to sell, and I’m pretty sure it’s not our bad service, but the client we’ve been too
emotional and finally say bad words to you. And then other
employee also says ”
yeah, right what was said earlier, that our service is good, because last week
I just serve that
customer and I’m sure my service to her is good, and others approved it. Even all the employes gave a spirit to the
customer service and then they continue the conversation about the customer
complaints until lunch break
office is over.
After receiving a number of complaints from customers and it
turns out that one of the customers reports directly to the manager. Finally
the manager takes the decision to hold a joint meeting on Thursday and wants to
discuss the customer complaint that has now reached to
his ear. Arriving
on Thursday, the meeting was held and the manager began to open the meeting by
first greeting.
The manager asked this to the customer service and said
"I got a complaint from a VIP customer, if he was disappointed with the
service he got from our shop. Is that true? and
can anyone explain it?" Then the customer service replied "Yes, right
sir, I made a mistake. I have forgotten to give news or information to the VIP
customer, and finally the customer feels furious
about the item he bought, expecially the buttons that so fast to broken off and the manufacturing
process is not neat, and so the service of employees who are not satisfying
customers ".
Then the manager asked again and said "Why did this
happen? Even though during the past month customer review was still fine and
nobody complained like now".
And finally one of the employees in the production department
admitted that he was wrong when sorting out the clothes that came from the
factory and had passed some clothes to sort out which clothes were suitable for
trading and which ones had not.
After
the manager know the problem, Manager going
straight to the core of the discussion by asking the best solution to resolve
complaints from several customers. Furthermore, some employees gave advice that
our boutique give refund by 50% without replacement items. But
some other employees feel disagree because it is not worth it with the disappointment felt by
the VIP customers. After a long discussion, everyone
finally agreed that the solution to be carried out was to invite the customers
back to our store and apologize directly and also give compensate to the
customer in the form of clothes that they had been bought with damaged
conditions to be replaced with new clothes. Which of course the materials of
the clothes is much better than before.
This Naration
Made by :
1. Ahmad Naufal (20216388)
2. Arinda Saputri
(21216075)
3. Daffa Pratama Putra
(21216663)
4. Naufal Fauzi
Osana (25216346)
5. Sahira Almas
Tovani (26216766)
6. Sri Emenita
Tarigan (27216137)
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