As a customer care manager of a laptop company, you have been informed about a customer complaint that the battery gets heated up and leads to shut down of the device. Your company does not produce batteries and your terms and conditions specify that customers will have to directly deal with the battery manufacturer in case of a battery problem. Your direct report has told the same to the customer. The customer however insists that since she purchased the laptop from you, it is your responsibility to fix the problem. You realize that customer’s point is valid. How should you think about resolving this issue? Holding on to your terms and conditions and insisting that customer talk directly to the company that manufactures battery Reprimanding your direct report of not being able to handle such problems at his end Asking your seniors for counsel and advice Immediately replacing the battery since customer satisfaction is critical
As a customer care manager of a laptop company, you have been informed about a customer complaint that the battery gets heated up and leads to shut down of the device. Your company does not produce batteries and your terms and conditions specify that customers will have to directly deal with the battery manufacturer in case of a battery problem. Your direct report has told the same to the customer. The customer however insists that since she purchased the laptop from you, it is your responsibility to fix the problem. You realize that customer’s point is valid. How should you think about resolving this issue?
Holding on to your terms and conditions and insisting that customer talk directly to the company that manufactures battery
Reprimanding your direct report of not being able to handle such problems at his end
Asking your seniors for counsel and advice
Immediately replacing the battery since customer satisfaction is critical
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