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  • Situation 1

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    Iuliana Negura
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    The document describes 5 customer service situations: 1) Diana did not receive her order due to an insufficient delivery address and needs to provide her full correct address. 2) Suzanne's package was damaged with open lids and she needs to provide visual proof of the damage for inspection and potential refund or replacement. 3) John's order is delayed due to the holiday season reducing warehouse employees but will arrive within 3 weeks. 4) John needs instructions for ColonBroom usage which can be found at a provided link. 5) Rick had an allergic reaction to a ColonBroom order and needs a refund, replacement, or guidance on different usage to resolve his frustration.

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    The document describes 5 customer service situations: 1) Diana did not receive her order due to an insufficient delivery address and needs to provide her full correct address. 2) Suzanne's package was damaged with open lids and she needs to provide visual proof of the damage for inspection and potential refund or replacement. 3) John's order is delayed due to the holiday season reducing warehouse employees but will arrive within 3 weeks. 4) John needs instructions for ColonBroom usage which can be found at a provided link. 5) Rick had an allergic reaction to a ColonBroom order and needs a refund, replacement, or guidance on different usage to resolve his frustration.

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

    Situation 1

    Uploaded by

    Iuliana Negura
    The document describes 5 customer service situations: 1) Diana did not receive her order due to an insufficient delivery address and needs to provide her full correct address. 2) Suzanne's package was damaged with open lids and she needs to provide visual proof of the damage for inspection and potential refund or replacement. 3) John's order is delayed due to the holiday season reducing warehouse employees but will arrive within 3 weeks. 4) John needs instructions for ColonBroom usage which can be found at a provided link. 5) Rick had an allergic reaction to a ColonBroom order and needs a refund, replacement, or guidance on different usage to resolve his frustration.

    Copyright:

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

    Situation 1:

    Diana is frustrated that she did not receive her order yet. Her email:

    “Where are my supplements? Ordered 2 weeks ago”.

    Explanation: Diana hasn't received her order yet due to an insufficient delivery address. We have
    to ask for a full and correct delivery address. The error was on our side, we haven’t received the
    alert that shipping failed.

    Situation 2:

    Suzanne reached out to us claiming the package she received was damaged - supplements’ lids
    were open.

    Explanation: We have to ask for visual proof to inspect the damage, to inform the client that if
    the damage is found we can issue a full refund or send the replacement package.

    Situation 3:

    John reached out to us claiming he hasn't received his order yet but waiting for so long already.
    He is asking:

    “What’s happening?? Where is my package?”

    Explanation: We can see that the shipment got delayed and will reach the client in the next 3
    weeks. Because of the Holidays season, there are fewer employees in our warehouse.

    Situation 4:

    John has reached out asking for ColonBroom usage:

    “No instructions received!:(“


    Explanation: Visit the link below and find the answer:

    https://help.colonbroom.com/hc/en-us

    Situation 5:

    Rick sent us an email, saying that he ordered three bottles of our supplement, but our product
    hasn’t helped him and actually made things worse. He complains that he had an allergic reaction
    to the product. It is clearly seen how frustrated the client is.

    Explanation: Please find the best resolution for the client. You can choose from a refund,
    replacement or guidance – suggesting using the product differently.

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