BRM/226 Week 3

Complete the following assignment. 

A customer has just shopped at your store and has had a bad customer service experience.  The customer sent you, the store manager, an email outlining their experience. 

Read the following customer complaint: 

Last week I purchased a rolling laptop bag from your store to take on a business trip. The first time I used it, upon the return of my business trip, I discovered the main zipper was jammed, the stitching had come undone and one of the wheels jammed, making it impossible to smoothly walk with the roller bag. The main portion of the bag is also unusable since I can't open the zipper to insert my laptop. 

When I took to roller bag back to your store, the sales associate refused to make an exchange or give me a refund, saying that I must have used the bag improperly to cause this problem. In the sales associate's words, "I've sold dozens of these rolling laptop bags and no customer has ever had an issue with them. And our store policy states that once you've used it, it can't be returned." When I asked to see a manager, I was told she wasn't in the store and I'd have to come back tomorrow. When I asked what time, the sales associate didn't know so I left, with bag in hand, in disgust. 

I came into the store with the intent on exchanging the bag, but now I'm so disgusted with this rude treatment that I simply want to bring the bag back and get a refund. I've been a loyal customer for years, but now I'll never shop in this store again. 

Create a 700- to 1050- word response to the customer that:

• Shows you listened and understood their complaint
• Offers a reasonable solution
• States how you will correct the situation with your staff 

Click the Assignment Files tab to submit your assignment.