Question

6. Your company has sold 80 ready-to-assemble bookcases to customers. You have noticed some disgruntled customers discussing this bookcase on Facebook and Twitter, but they did not mention a specific problem. For two weeks you have been closely monitoring these complaints and finally a customer gives the details you need. This customer says that the instructions for putting the bookcase together were not in the box.
After a trip to the warehouse, you confirm that this is a problem and stop all boxes from going out. You have instruction sheets printed and have them placed in a sealed, marked plastic envelope on the outside of the boxes, before resuming shipments.
Customer service pulls the contact information for all the orders shipped without instructions. How would you handle your response to customers? What would you say?

Answer 1

The given situation is one where the customer grievance has already been handled. However, since the customer service has pulled out the contact information for all the orders shipped without instructions, the customers could be given a personalised letter of regret or phone call so that they realise that the company is genuinely concerned regarding their mishaps.

Also, if any customer remains angry then they should be handled with calmness and their grievances should be listened to completely. The ultimate focus should be on grievance management and nothing else.