Question

Your company has been selling picture frames for over 30 years to retail stores. A major department store purchased 400 to be sold in stores in its New York and Pennsylvania stores. The receiving manager at its warehouse reported that the glass in every frame received was cracked. Ten other large orders were shipped the same day. You instruct customer service to follow up on the other orders. Unfortunately, they report that these, too, arrived broken.
In a meeting with the vice president of operations, he promised you he would resolve the internal problem of determining if the breakage was a production error, a shipping problem, or some other source.
Your job is to respond and resolve the orders that arrived with cracked glass. How would you handle your response to customers? What would you say?

Answer 1

Customer is everything for a Business and it is always a first priority, its satisfaction is more important. In this case if I will be on that place, i would have taken some steps like -

1.) I will cordinate and will make a continous contact with the customer for updates

2.) I will listen the issue with the product

3.) I will apologise with the customer for inconvinience and will convience him for giving us some time for correcting the mistake

4.) I will cordinate with my organisation and discuss about the possible scenarios like we have to replace the whole product or we can repair the damage or do we have that much stock in inventory or can we arrange the product from somehwere else etc.

5.) I will try to find the best possible solution for both the firm and customer, as if it was damaged during the production or stock keeping or transit, at first i will try to arrange the same order for the client to save the reputaiton of firm and then i will try to find the cause and try to compensate it with the insurance to minimise the loss.

6.) In worst scenarios if customer gets angry then we can give him plenty of extra service like discount on whole order or new order at cheaper rates etc. to maintain the relations.