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  • Role Play Customer Complaints Shoes

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    anibeli
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    A customer is angry because the expensive shoes they bought three days ago are already fraying and fading in color. They go back to the shop demanding a refund since the shoes are clearly defective. The shop manager knows there was a problem with the dye used in some shoes from their supplier. While the supplier will replace defective shoes, the manager cannot offer refunds due to sales targets. The manager will have to convince the angry customer to accept a replacement pair instead.

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    A customer is angry because the expensive shoes they bought three days ago are already fraying and fading in color. They go back to the shop demanding a refund since the shoes are clearly defective. The shop manager knows there was a problem with the dye used in some shoes from their supplier. While the supplier will replace defective shoes, the manager cannot offer refunds due to sales targets. The manager will have to convince the angry customer to accept a replacement pair instead.

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    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
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    28 views2 pages

    Role Play Customer Complaints Shoes

    Uploaded by

    anibeli
    A customer is angry because the expensive shoes they bought three days ago are already fraying and fading in color. They go back to the shop demanding a refund since the shoes are clearly defective. The shop manager knows there was a problem with the dye used in some shoes from their supplier. While the supplier will replace defective shoes, the manager cannot offer refunds due to sales targets. The manager will have to convince the angry customer to accept a replacement pair instead.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 2

    ROLE PLAY – ANGRY CUSTOMER

    Role A

    You are a customer who has bought a pair of very expensive shoes … but after three days you notice
    that the stitching is fraying and your expensive shoes now look as though you have had them for
    years. On top of that you have notice that the colour has suddenly started to fade .. and they are no
    longer the dark brown that you had a originally bought but almost tan .. and that looks terrible with
    your business suits.

    You can not find the receipt for the shoes .. but you still have the bag and box in which the shop
    supplied them in

    You are angry as you only bought these shoes three days ago. You decide to go back to the shop and
    get your money back. You have decided you don’t want any more shoes from this shop as you now
    don’t trust the quality.

    Role B

    You are the manager of a shop and have had a busy season selling some of the new lines sent in by
    your supplier. You have just had an email from your supplier saying that there has been a problem at
    the factory with one of the new tanning dies and that the colour in some shoes may fade. This
    problem has now been rectified but believe that some customers may be unhappy. The supplier has
    said that they are more than happy to replace any shoes brought back by customers for a new pair
    with the correct tanning agent.

    You have already had five customers bring their shoes back and you have a pile of shoes now ready to
    be sent back for replacement.

    You can not afford to give refunds on the shoes as you have your targets to reach set by your
    headoffice .. so you have to replace the shoes.
    Useful phrases

    Customer

    I am very dissatisfied with the quality.

    I expected more for …..

    I am unhappy with ….

    This is not good enough …

    I want my money back now …

    I am not taking no for an answer….

    What are you going to do about it ….

    I want to speak to the manager ….

    Who is in charge .. I want to speak to them…

    Shop assistant

    I am so sorry…

    I must apologise for this …

    I can only apologise sir/madam ….

    Please accept my appologies…

    I’m afraid I can not do that sir/madam ……

    I am not in a position to offer you a refund sir/madam ….

    If you could just bare with me a moment sir/madam ….

    I will endeavour to do my best to assist you sir/madam …

    It is not the policy of this shop to offer a refund without a receipt …..

    I am afraid that all we can offer you is a replacement…

    If you are not prepared to take a replacement there is little I can do sir/madam ...

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