Question

Think back to a time when you were really upset as a customer and called a customer representative in the company to complain. How was your complaint handled? What did the person say or do to help you? Where did the representative’s responses fall on the five continua?

Answer 1

I had placed an order for a shampoo on a XYZ company's website. The product received was broken and the shampoo was all over the packaging. When I contacted the customer representative of the company to complain, the executive did not fully hear me. He heard me partially and asked me not to worry and that they would refund me for the product. However, the shampoo came along with a food item which had the smell of the shampoo in it. The executive would only give solutions to the problem and not inquire further. I had to continually interrupt to have him listen to me. The representative's response on the five continua was, Solution Giving vs Problem Inquiry.