Question.2845 - Refer to pp.130 - 132,"Respond to Customer Requests and Comments by Creating Goodwill," as you answer this discussion question. Scan the Facebook page, Yelp reviews,Tripadvisor reviews,or Twitter account of a well-known company in the industry for which you are preparing for a career. Find an example of a customer complaint to which there is also a response by a company representative. Copy and paste the complaint and response in your initial discussion board post. Include information about your source in parenthesis (for example, " 'Yelp Review of FedEx West Main' posted on Feb.4, 2019 at [link]"). Next,discuss the communication techniques the company representative used in their response. Do you notice the 3 recommended elements: "[show] understanding for the customer's complaint,[apo logize] when appropriate, and [identify] a solution?" (Shwom & Snyder, p.131). Where? Overall,do you think the company representative's response to the complaint was effective' Why or why not? Post your message to the discussion board, then read and respond to the posts of two classmates. Discussion Rubric You must start a thread before you can read and reply to other threads
Answer Below:
Complaint by Saffron Baker- “Hi @Nike I ordered some shoes and the wrong size and colour has arrived?” Reply by Nike- Uh oh, that’s not what we like to hear! Terribly sorry for this mishap, Saffron! Please pass along your Nike Member email and original order confirmation via the DMs below. We’ll continue to work together there! (Twitter Review of Nike Service posted on 29th January 2021, https://twitter.com/NikeService/status/1355160094963621898) In the above complaint by a customer, we can see that the customer is distressed because she had received the wrong colour and size. Customers pay a hefty amount for Nike shoes and hence this is not acceptable. In the response by Nike, it is clear that they have all three recommended elements of communication techniques to handle customer requests. The first element which is to show understanding towards the customer is present in the first line itself where they express their regret. Followed by the same they apologize for the mishap which would be a relief for the customer in distress. The third and most important element is to identify a solution which Nike exhibited by asking the customer to pass along the order details so that they can look into the issue. Overall, I think the company representative responded very diligently. They adopted a tone of friendliness throughout the conversation keeping up with the trend but at the same time did not forget to include all the three essential elements of the communication techniques. The incorporation of essentials along with the wit is commendable.More Articles From Communication
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