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Objectives:
Students will be able to:
Analyze a situation where there is a customer
complaint.
Identify ways that the situation can be helped.
Formulate a solution that is best for the given
situations.
Note to teacher:
Click here to go to the student worksheet.
Directions
Examples of customer complaints will be
presented.
For each situation, explain:
Your initial reaction
What you will say to the customer
What actions you will take
Situation 1
(Airline Ticket)
You are a customer service representative for an
airline. A customer comes to your desk stating
that they purchased a first-class ticket but when
they checked in, they were given an economy
ticket. You check your computer and see that
they had bought a first-class ticket and that it
was a glitch in the computer system.
What will you do?
Write your response on the work sheet provided.
Situation 2
(Dental Office)
You are a receptionist at a dental office. A lady tells
you that she is upset because when she called to
reschedule her appointment, she learned that she
was actually scheduled for the week before, and has
been charged a late fee for missing the appointment.
She refuses to pay since she claims it was
scheduled on the wrong day by the person who
made the appointment.
What will you do?
Write your response on the work sheet provided.
Situation 3
(Clothing Store)
You are a new employee working in sales at a
clothing store. A customer claims that your company
has charged her credit card twice for one purchase
and wants you to refund her money in cash.
What can you do to help this customer?
Write your response on the worksheet provided.
Situation 4
(Store Manager)
You are the manager of a store. Watching your
employees, you notice that a customer came in and
nobody acknowledged or approached her to ask if
she needed help. She looks a little lost, as if looking
for something. Getting frustrated, she then leaves
the store.
What will you do to help your employees become
better at customer service?
Write your response on the worksheet provided.
Situation 5
(Restaurant Server)
You work for a restaurant as a server. One customer
says he found a hair in his soup.
What will you do?
Write your response on the worksheet provided.
Situation 6
(Toy Store)
You work at a toy store. A man comes in with a toy
robot. He shows a receipt and says that it is
defective. The toy shows obvious wear and use. You
determine that his warranty expired three months
ago.
What will you do?
Write your response on the worksheet provided.
Summary
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