1. All repair work must be done at the factory. 2. The warranty covers all labor for 30 days. 3. The warranty covers all parts for up to one year.

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1 Customer Relations Practicum Sample #1 Student Scenario Problem: A customer (judge) walks in and puts an electric motor on the sales counter and says, This motor I bought from you two months ago burned out. I want a new motor. The motor was purchased two months ago. The customer has been using the motor to run a fan in his/her shed. Wiring for the motor is up to electrical code. The fan is the correct size for the motor. The motor and fan are operated about 8 hours per week. The customer wants you to give them a new replacement motor. Refund/Return Policy: 1. All repair work must be done at the factory. 2. The warranty covers all labor for 30 days. 3. The warranty covers all parts for up to one year. 4. No cash refund or replacement motor should be given. Possible Solutions are listed below Problem: A customer (judge) walks in and puts an electric motor on the sales counter and says, This motor I bought from you two months ago burned out. I want a new motor. The motor was purchased two months ago. The customer has been using the motor to run a fan in his/her machine shed. Wiring for the motor is up to electrical code. The fan is the correct size for the motor. The motor and fan are operated about 8 hours per week. The customer wants you to give them a new replacement motor. Solution: The motor is defective. The customer did nothing wrong. The motor is covered by warranty. The warranty covers labor for 30 days. All parts are covered for up to one year. Students should not replace the motor. The motor must be sent in to the factory for repairs. Since the motor is older than one month, the customer must pay for labor. Refund/ Return Policy: The store cannot offer a new replacement motor. All repair work must be done at the factory. Customer must pay for labor on any repairs for a motor more than 30 days past the sale date. Students may offer to pay for the shipping of the motor. Students may offer the customer a motor to use while the customer s motor is being repaired. No cash refund or replacement motor should be given.

2 Customer Relations Practicum Sample #2 Problem: You are the Manager of a farmer cooperative in rural Illinois and it is springtime. Your cooperative is in the middle farm chemical application season and your cooperative has been trying to meet the needs of your customers. Frank Farmer, a local farmer, comes into your business with a complaint about a recent chemical spraying application problem. The customer comes into your business very upset at one of your employees who sprayed a fifty acre soybean field near his house. It appears to him that the employee was not very careful when turning, or due to wind, some drifting has occurred and it has burned or killed his neighbors first eight rows of corn and has greatly damaged his wife s garden. Frank is a relatively new customer to your business and is potentially a large customer in the future because he farms nearly 2000 acres in your sales area. He wants the cooperative to pay for the damages and make it right with his neighbor and wife. Cooperative policies on chemical application problems: 1. The cooperative wants satisfied customers and will do everything possible to please the customer. 2. The customer must allow the cooperative to bring in a chemical expert to the location of the problem to evaluate what happened. 3. Since it is possible for some crops to grow out of chemical exposure (depending on the amount of damage), the cooperative reserves the right to wait two months and re evaluate the damage before proposing a settlement to the customer. 4. Finally, if the cooperative is determined to be at fault, it will spray the same field at no cost to the customer. This includes both the chemical cost and application fee. Customer Relations Problem Sample #3 Livestock Background: You own your own Artificial Insemination Service Company. All semen is produced and used from your own bulls bought or raised. You have been in the business for five years now and have developed a good reputation within the cattle Industry.

3 Situation/Problem: The customer (judge) has previously called you to set up this appointment at his farm. He hired you to Artificially Inseminate his 50 head of X Bred cows two months ago and has seen five cows come into heat this month. This is his first experience with Artificial Insemination. He is now concerned that more of his cows may not be bred, which has cost him money. He is so upset that he wants a full refund of the $5,000 ($100 x 50 cattle) due to lost time and failure to breed his cows. Refund/ Return Policy: 1. Absolutely NO cash refunds. 2. You guarantee 95% effective breeding when you Artificially Inseminate. 3. Cows need to be pregnancy checked before an agreement is made. Customer Relations Sample #4 Horticulture Background: You are the owner and manager of a local landscaping & nursery business. You were recently hired to remove the previous landscaping elements and modernize the landscaping for the customer s entire business in town. You designed the plan and put in the plants for the design. Also, the business purchased 10 three year old evergreen trees to complete the landscaping project. Situation/Problem: To save in labor cost the business operator used his own employees to plant the trees. Now several of the evergreen trees are turning brown and looking

4 awful. The business owner is coming to you to demand a refund on the dying trees. All the plants planted by nursery employees are doing fine. Refund/return Policy: 1. No guarantee on trees not planted by employees. 2. Absolutely no cash refunds % guarantee on all shrubs planted within 1 month. Customer Relations Practicum Sample #5 Problem: You are the manager of a Feed Store in East central Illinois. Your store is in the middle introducing a new product line to your wild bird customers. Many of your daily customers enjoy feeding and caring of birds within their back yards and parks. Within your store, you offer many Purina products. You have always had great success with Kaytee Products (high Quality, great price, and nutrition research/help) The all new Wild Bird Mix has a new look and a new product selection for Kaytee customers. The line has expanded to include a broad range of products for a large variety of wild birds in all areas of the country. New, colorful and informative packaging will help you select the right product. Lance Oaks, a local and loyal customer, comes into your business with a complaint about a recent bird seed purchase. The customer (Lance Oaks) comes onto your business very upset that one of your employees sold him a rotten bag of Bird seed two weeks ago. It appears to him that the employee was not very careful when taking bags off the shelf. Furthermore, showed no attention to the bottom of the bag as for it was wet and moldy. Mr. Oaks decided to try the new line of Wild Bird Mix for it offered a variety of sunflower oil, safflower, and sunflower chips. Mr. Oaks commonly purchases 25lb bags. He stored his bird seed in large plastic tubs in his garage. Once he makes his purchases, he will dump the bird seed into these tubs for storage. He keeps all the specialized bird mixes separate (Cardinal, Finches, and woodpecker seed mixes). Mr. Oaks reported at the point of transferring the seeds from the bags to the tubs he noticed the mold and damp bag. He did say that he had waited to transfer the bags to the tubs after a long weekend. He had forgotten about the new purchase seeds due other weekend plans. He is demanding a full refund for the damage bird seed mix. He does not have a receipt. Polices on feed Store refunds:

5 1. The feed Store wants satisfied customers and will do everything possible to please the customer. 2. The customer must have receipt for a full refund. 3. All returns must be returned within a 30 day period. After this, no refund will be provided. a. Within the 30 day period, if receipt is not produced, store credit will be issue to the customer for the amount purchase. 4. Finally, if the Feed Store is determined to be at fault, due to poor quality seed ro feed, a full refund will be given to the customer.