https://padlet.com/chewyinteng/BreakoutGroup2 Email en-us 2020-11-06 05:19:38 UTC 2020-11-07 03:46:00 UTC hello@padlet.com chewyinteng https://padlet.com/chewyinteng/BreakoutGroup2/wish/896759478 Name: Eunice Lim. I have just bought a robot vacuum cleaner. Why is the instruction manual in Vietnamese language??? I cannot read the language you know!. I want a refund!!!



]]> 2020-11-06 05:19:38 UTC https://padlet.com/chewyinteng/BreakoutGroup2/wish/896759478 chewyinteng https://padlet.com/chewyinteng/BreakoutGroup2/wish/896759479 Name: Fareed
Dear Eunice Lim,
This is Fareed from Efficient Machines. Thank you for contacting us to telling your problem. We are sorry we have sent you the wrong language instruction.

 We do have the product instruction in English. we'll just send you the instruction in English within 5 minutes in an email.

Roleplay feedback for: Fareed
1. Need to ask for customer name to personalize.
2. Good that you apologize. 
3. Ask for the problematic item to ensure what is the issue by asking for the order number. Customer may not be clear. It is important to know the actual product so that the right product can be sent.
4. It would be good to take notes to have the facts clear.
5. Stay calm.

]]> 2020-11-06 05:19:38 UTC https://padlet.com/chewyinteng/BreakoutGroup2/wish/896759479 chewyinteng https://padlet.com/chewyinteng/BreakoutGroup2/wish/896759481 Name: Zuhaib Ahmed. I ordered a pair of shoes a week ago. The shoes arrived 3 days late and had absolutely no protection at all. They arrived in a plastic bubble wrap and thier shape was completely destroyed. I demand a refund! ]]> 2020-11-06 05:19:38 UTC https://padlet.com/chewyinteng/BreakoutGroup2/wish/896759481 chewyinteng https://padlet.com/chewyinteng/BreakoutGroup2/wish/896759482 Name:Ali
Dear Zuhaib,
 This is Ali from Nike. Thank you for contacting us regarding you inconvenience. Firstly, we would like to apologize you for the experience you had with the delivery and condition.

Regarding the delivery, we have to inform you that we gave the parcel to delivery courier on 21 August but apparently they hand It out 3 days late. We are sorry for the late distribution. Unfortunately we can't give refund for the product but we can exchange it as long as you have the receipt of purchase.

 Please, visit our nearest store for the exchanging of product and please have your receipt as well and don't forget to show the email that I have just sent you for authentication.

We highly apologize again and please feel free to contact us anytime.

Warm Regards,
Ali



]]> 2020-11-06 05:19:38 UTC https://padlet.com/chewyinteng/BreakoutGroup2/wish/896759482 chewyinteng https://padlet.com/chewyinteng/BreakoutGroup2/wish/896759483 Structure:
1. Introduction of who you are;
2.Thank customer for contacting;
3. Apologize for the unpleasant experience and show empathy by recognizing the unpleasant experience is unjustifiable.
4. Offer option or solution;
5. Inform customer he/she can contact you again;
6. Close the email with a thank you and regards.

]]> 2020-11-06 05:19:38 UTC https://padlet.com/chewyinteng/BreakoutGroup2/wish/896759483 chewyinteng https://padlet.com/chewyinteng/BreakoutGroup2/wish/896759484 For Customer complaint 1 (reply via email): Ali
1. Very good.
2. Pointers for improvement:
How to deliver the bad news, for instance, 'We are sorry for the late delivery and damaged goods that have left an unpleasant experience at your end. While it is our company policy for such case not to give refund, we are more than happy to replace the product.

Please visit any of our nearest store for the replacement. Do bring along your receipt for this purchase and present the email exchange here for the replacement procedure.' 

Roleplay feedback for: Ali
1. Good to acknowledge the error.
2. Check/investigate the case and apologize to show empathy.
3. Immediately agree to new demand for extension of 2 weeks to compensate for the loss of access to The Age.
4. Reconfirm customer details to disguise the need to ask for the details.
5. Need to close the chat by noting that help is always available.

Roleplay feedback for: Zuhaib
1. Introduce as from customer service department
2. Need to ask for customer details
3. Good that you try hard to meet the demands 
4. Try to stay calm
5. Can offer to investigate the case after the phone call to assure the customer that you are genuine in solving the late delivery issue.

]]> 2020-11-06 05:19:38 UTC https://padlet.com/chewyinteng/BreakoutGroup2/wish/896759484 chewyinteng https://padlet.com/chewyinteng/BreakoutGroup2/wish/896759485 Name:]]> 2020-11-06 05:19:38 UTC https://padlet.com/chewyinteng/BreakoutGroup2/wish/896759485 chewyinteng https://padlet.com/chewyinteng/BreakoutGroup2/wish/896759486 For customer complaint 2:
Pointers for improvement:
Instead of saying that the customer cannot read, best to apologise for sending over the wrong language manual.

Good to offer to send the right language manual.

In order to allow immediate use of the product, attached is the softcopy of the manual.

Meanwhile, we will post the the hardcopy of the manual within 5 working days.

Response to Fareed:
Always remember to ask the name of the customer.

Go back to the order number to understand the item specifications - the size and the length 

Always remember to stay calm and start well.








]]> 2020-11-06 05:19:38 UTC https://padlet.com/chewyinteng/BreakoutGroup2/wish/896759486 chewyinteng https://padlet.com/chewyinteng/BreakoutGroup2/wish/896759489 Name:]]> 2020-11-06 05:19:38 UTC https://padlet.com/chewyinteng/BreakoutGroup2/wish/896759489 chewyinteng https://padlet.com/chewyinteng/BreakoutGroup2/wish/896759490 Name: ]]> 2020-11-06 05:19:38 UTC https://padlet.com/chewyinteng/BreakoutGroup2/wish/896759490