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1.  What do must you do once you notice a customer?
2.  What are the 4 information you need to gather before proceeding to verify and acknowledge the problem?
3.  How do you acknowledge that a product is defective?
4.  How many solutions should you provide the customer?
5. What conditions must the final solution meet?

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Dear all,
Kindly complete the following assessment before our next follow-up. Do post your answers in the comment section. I will assess your answers and give you my comments after you have answered all the questions. Recall all we did during the demonstrations and practice sessions and you will be able ace it. Good luck!

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Here's another case study for you to work on at your own time  :)(additional material)

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Here's another case study for you to work on at your own time  :)(additional material)

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Ms Eva had purchased a black dress from First. She noticed that the zipper of the dress was defective two days after the purchase. When she tried to exchange the dress at the store, she was informed that the dress was no longer available in her preferred colour. Ms Eva was unhappy with the situation as she had picked out the dress for a special dinner that week.

Staff had resolved the complaint by exchanging the item for a teal dress of the same design.
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Read through the case studies and picture yourself as the staff who had just resolved the customer complaint. Ask yourself what more can be done for the customer to impress him and retain his loyalty to the brand. Think of an action plan.  Your action plan may incorporate 1-3 ideas which have been discussed in Activity 2 and should answer the following

1. At which point of your interaction with the customer will you initiate your action plan?
2. How will you carry out your action plan?
3. Your reason for choosing the action plan/plans.

Post your answer on the comment section of each case study.

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Great participation and suggestions for the case study, all! I see that everyone has a good understanding of why we  need to impress our dissatisfied customers and how we can go about doing it. Customer retention, positive customer experience, positive reviews, branding and personal satisfaction are some of the many reasons we have discussed in this program. A good understanding of these reasons will steer us towards adopting a positive attitude when dealing with dissatisfied customers.

Notice how we generated several different action plan for one scenario? Note that there are many ways in which we can provide amazing service recovery. As customer service/front line staff, you will have to decide which action plan is best suited for the customer profile and severity of the complaint/situation. Now that you have some new ideas for your action plans, I am certain you will be to turn complaints into opportunities to impress your customers! No more dissatisfied customers in StarBuy!

Take a moment to reflect on all we have discussed.
Have you made your goals for this course?
How can you apply what you have learnt in your work environment?
Are you equipped which ideas to impress your customers?
Do share your reflects below.
Do post any questions or comments you may have in the comment section. You may also like the post if you agree with all that has been dicussed :)

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Mr Lim had purchased a smartwatch from Starbuy that he later realized had a defective touchscreen. He had returned for an exchange of item and was given a new smartwatch as a replacement. However, the new watch was defective as well. It could not be charged.

When he returned to the store for the third time for the same purchase, staff resolved the situation by exchanging the defective item for a new smartwatch of the same model.

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PART ONE - PLEASE COMPLETE BY 13/04/2020
Read through the case study and picture yourself as the staff who had just resolved the customer complaint. Ask yourself what more can be done for the customer to impress him and retain his loyalty to the brand. Think of an action plan.  Your action plan may incorporate 1-3 ideas which have been discussed in Activity 2 and should answer the following

1. At which point of your interaction with the customer will you initiate your action plan?
2. How will you carry out your action plan?
3. Your reason for choosing the action plan/plans.

Post your answer on the comment section of each case study.

PART TWO - PLEASE COMPLETE BY 14/04/2020

Read your peers action plans and answers. Pick 2 to feedback and build on. Your feedback should include

1. Your take on their action plane - Do you feel it is effective? Which parts were done well and which parts can be improved on?
2. How you do think this action plan will help the organisation? (refer to the points discussed in Activity 1)

Post your answer on the comment section of each case study. Do indicate whose action plan your are provide feedback for.

PART THREE

1. Read the feedback your peers have provided you and reconstruct/fine tune your action plan.
2. Evaluate your action plan from a customer's perspective. How did the action plan make you feel? What aspects of the action point impressed you? How would you respond to the gesture?

Post your answer in the comment section.

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Case study - To be completed by 14/04/2020

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Case study - To be completed by 14/04/2020

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Thank you for all your inputs in Activity 1 & 2. We have generated quite a few ideas on ways to go the extra mile for customer and "wow" them.

Lets now look at ways we can incorporate these ideas into our work environment.

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Activity 2 - To be completed by 12/04/2020

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Activity 2 - To be completed by 12/04/2020

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In our F2F session, we touched on some ways we can impress customers. We discussed personalized service, rewards etc. I've added the video of our sharing in this post.

Lets now discuss and share more ways which we can apply at work to "wow" our customers. Note how the ideas relate to the points we generated in Activity 1.
For this activity, your are to post your answers to the following in this comment section of this post.
1. Suggest 2 ways  you can impress a dissatisfied customer after resolving their complaint. Do take note that your suggestions must be within your company guidelines.
2. Read your peers answers and comment on the feasibility and effectiveness of any one of their suggestions. Please provide constructive and encouraging feedback and do AVOID PUT DOWNS (EVEN HUMOROUS ONES). Do also indicate whose comment you are replying to.

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Activity 1 - To be completed by 12/04/2020 

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Activity 1 - To be completed by 12/04/2020 

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Hi all! In our synchronous session, we discussed how we can apply the LEAPT method to resolve customer complaints. In this asynchronous session, we will be talking about the importance of using complaints as second chances to impress customers, and the ways in which we can seize these opportunities to  "WOW" our dissatisfied customers.

Please watch this video on a customer's perspective on the importance of seizing opportunities that arise from complaints to gain customer loyalty. Lookout for opportunities presented in the two complaints to impress the customer. Note how the customer reacts to the two brands based on the staff's attitude and the bond form between the brand and the customer based on that reaction.

For this activity, you are to reflect and post your answers to the following in the comment section of this post.
1. Give 2 reasons (with a brief elaboration) why it is important to impress a dissatisfied customer.
2. Read your peers' answers and comment on any one of them from a customer's point of view. Do indicate whose comment you are replying to.

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Customer complaints are hidden opportunities - Jeff Lunz - ClarkMorgan Insights

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Hi Everyone, gonna re-do  my intro here...  I'm Aman, staff of starbuy, i'm here to learn how to turn negative experiences into opportunities.
I like travelling regionally. One of my Fav places to go is Melbourne. Its just so ME.
Take care, hope to get to know everyone better along the way.
Thanks

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Hello all,
Looking forward to learning this skill together with you.

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Self introduction
Lai lai, buy my shoe from StarBuy! Best in Sg, Johor and some say pulau tekong!
Kana Sai... Take video 3 times already still bo-pakai one! File Size too large. Ask me pay money summore...  this one garmen ah??!!
PADlet or PAPlet??
Oh oh... Sorry ha.. my England no Powerful..

Haiyah.. I dunno why la customer oways say me no good one. So ah.., I think hor... Better I go this class then can turn turn complain to oppo handphone !
Sure win one! Huat ah!!

Ok la Cher! (Teacher)... I see u on the zoom zoom hor.

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Hello this ash
I would like to improve my customer service skills especially handling customer complaints
My fave destination is New Zealand as well

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Hi
I am Usha. I would like to know about transformation. My favourite destination is New Zealand.

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My self intro :)

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Hi everyone! Please post a short introduction of yourself by 08Apr2020 1700. Your post could be in the form of a short one-minute video or a picture of yourself with a short write up on the following,

1.     Name

2.     What you would like to take away from this training

3.     Your favourite travel destination.

Click on the pink "+" icon at the bottom right of this page to add your post!
Feel free to like and comment on your peers' posts :)

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To ensure effective and smooth learning, I would like to suggest some ground rules which I hope we can all agree on.

1. Active participation and contribution.
2. Mutual respect (challenge one another, but do so respectfully).
3. Take responsibility  for the quality of the discussions.
4. Build on each other's comments with encouraging and constructive feedback.
5. Avoid put-downs (even humorous ones).
6. Complete tasks by stipulated deadlines.

Feel free to add on any pointers that you feel are paramount that I may have missed.
Do like this post to show your agreement to the ground rules.
Thank you.

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Dear Learners,

Welcome to Service Recovery- Transforming complaints to opportunities to impress customers. I’m Latha, your facilitator for this training programme.

This training programmes encompasses 45 minutes of Asynchronous training (Padlet) and 20 minutes of Synchronous training (Zoom).

By the end of this programme, you (staff of StarBuy Department Store) will be able to

LO1: Apply complaint resolving method (LEAPT) to analyze and resolve complaints in role play scenarios as per company’s guidelines.

LO2: Identify second chances to provide better service in the complaints in given case studies and propose at least 2 ways to impress dissatisfied customers.

I'm looking forward to our interactions in the weeks to come! :)