Scenario from Round I ©

At an electronics company it is not totally uncommon for some people to purchase  the latest product and return it after a short trial period. Once they are satisfied, they keep their purchase and they have the potential to become long term customers.  In the past, your company always accepted returns in the name of “the customer is always right.”  This behavior costs the company money because you are now unable to sell these “used” products as new. Due to the economic climate, your company now needs to  either stop accepting returns or take steps to reduce the number of returns received.
 
 After checking your records, the caller on the phone is one of the biggest offenders to your return policy.  He has purchased and returned 6 products in the last 12 months.  He is now attempting to return yet another product and also wishes to place an order for the newest Plasma TV model.  Your company always accepted his returns within 30 days without questions in the past, but he starts to complain when you show signs of resistance to approving his latest return.

Should you approve the return?
Should you accept the new order for the Plasma TV?
How will you handle this situation without offending the customer?
What should your policy be moving forward?

To listen to a Recording of Round 1 click here

Scenario from Round 2©

Your company launched a concentrated effort to reduce bad debt.   A SWAT team of employees was put in place to focus on collection from your business clients.  Special incentives were arranged to create a highly aggressive campaign that delivers results.  Each employee is assigned a daily quota that must be achieved.

 During a call with one such customer in debt, the customer tells you he just returned from his wife's funeral.  She was ill for quite some time and due to the special attention he had to provide for her, his business revenues declined.

 In the past customers have lied about death in the family as an excuse to dodge paying their debt.

Do you believe the customer?
How would you treat this case?
How do you support your decision?

To listen to a Recording of Round 2 click here

The Final Round ©

Scenario 1

As part of a cost reduction initiative, your software company reduced the number of live technical support staff.  Customers accustomed to calling the help line with issues are now being directed to a frequently asked questions web page.   Your customers typically pay an 18% annual maintenance fee for support provided by your company.  

 A customer is calling with a complaint that the quality of the technical support provided by your company is declining.  “One of your guys told me that you fired 25% of your tech support people.  Now every question I have, you tell me to go to the web site” the customer says.  “In addition, the wait time on the phone is unacceptable.”  He is asking for a refund for a portion of his maintenance fee.

How would you explain the decision to reduce staff?
How would you address the customer request?
What training / communication support would you provide your staff?

Scenario 2

Your CEO was recently caught having an extramarital affair.  When the story broke it quickly became news because your non profit organization is committed to the welfare and protection of women.
 
 Customers and non-customers alike are calling your center to express their dissatisfaction with the actions of your CEO.  They are demanding his immediate removal.  Many of the people calling to complain are not presently those that use your services, however some are donors and/or women who have used your services in the past.

How would you address the calls?
How would you differentiate, if at all, between donors, customers and non-customers
What would you communicate to the callers?