Case Scenario Analysis and Discussion

M4: Assignment 1 Case Scenario Analysis

Conflict Management Page 1 of 2

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Case Study 1 The following is an event between a customer and you (an employee of ADVANCE, a larger electronics store) regarding a new cell phone purchase prior to this interaction. The following is what transpired: The young lady (early 20’s) came into the store shortly after lunch. You were on duty with one other sales person. During the lunch and dinner hours, when there is limited staff on hand, the employee with the most longevity is basically in charge and handles any customer complaints. In this case, that person is you. Customer (Cust) enters the store, and approaches the sales clerk (SC) SC: “Yes, may I help you?” (Notes the customer is not smiling) Cust: “I bought a Blackberry from you people two weeks ago. I bought this

thing so I could e-mail, and I can get it to work only once in awhile.” SC: “Can you wait a moment; I’ll get the floor manager.” (Customer places

both hands on counter and hangs her head. SC walks to other side of the store, and finds you, the acting floor manager (FM).

SC: “I have a lady up front with a new I-44 she claims isn’t working right. Can you talk to her?”

FM: Approaches customer. “Hello, I’m Marko. How may I help you?” Cust: “Ya. You can help me by giving me a new phone. One that works! I’ve

gone over the instructions. I’ve done everything right. For $200 it’s a piece of junk!” (Customer has become louder and her facial tone has reddened). “I want my money back. Now!” (She plunks the phone on the counter).

FM: “I need you to give me some information, and may I see your receipt?” Cust: “I knew it! I knew it! The old run around. I left my receipt in the car”

(Customer is even more agitated). FM: “I will need to see the receipt before I can be of much help.” The customer stomps out of the store. She returns a few minutes later with a receipt in her hand. Cust: “It’s a good thing I kept this. I probably wouldn’t get any help.” FM: Picks up the receipt from the counter and looks at it. “I see you bought

this over a month ago.” Cust: “So? They told me I have a year warranty, so I want a replacement…

today!” FM: “Let me explain how the warranty works.” Cust: (interrupting): “You’re not telling me my warranty is no good!”

M4: Assignment 1 Case Scenario Analysis

Conflict Management Page 2 of 2

©Argosy University - Online Division

FM: “It’s not that. If you had brought it in within the first month we could have…”

Cust: “What’s with the first month business. I was told it had a year’s warranty. FM: “It does. But after the first 30 days we need to send it back to the

manufacturer for an examination.” Cust: “I won’t have a cell phone… how long does it take?”

FM: “We can usually have the phone back in two weeks.” Cust: “Give me the number of the manufacturer. I want to call them or

somebody about this (very agitated). I can’t believe you can stay in business. Why don’t you check these out better?.. (pauses). I want a replacement phone today!” (Very demanding)

FM: “We have no way of doing that. I’m very sorry…” Cust: “Sorry! Sorry! OK! I want a refund. I’ll buy a different phone… someplace

else!” FM: “If you will leave your phone I will personally get it sent UPS – that will

hurry it along.” Cust: “Just forget it!” (stomps out)