Handling Customer Complaint

Mrs. Decker: Hello, Hello. Does anybody work here? What is this? Self-service?

Paul: Oh, Hi! Sorry to keep you waiting. My name is Paul. How may I help you? 

Mrs. Decker: I don't know, you tell me. I am Mrs. Decker. I bought these shoes last week to wear to my daughter's wedding. This morning, I tried them on and before I could walk to the mirror the heel broke. Now the wedding is Saturday. My dress is fine, the shoe is dead. I am sick and tired. 

Paul: Mrs. Decker, Can we come over here and discuss this, please? You must be upset. I'm really sorry this happened. 

Mrs. Decker: Your being sorry doesn't put new shoes on my feet. What kind of place is this? No one cares about quality anymore. 

Paul: I know and I'm going to do everything I can to correct the situation. 

Mrs. Decker: It just makes me furious.

Paul: I'd be too Mrs. Decker, and I'm sure we can work it out. Do you mind if I ask you a few questions?

Mrs. Decker: Hurry up! The wedding is Saturday. 

Paul: This just take a minute. Now, when did you buy the shoes? By any chance do you have the receipt? 

Mrs. Decker: Tuesday and yes!

Paul: Oh, I see you bought these on sale. 

Mrs. Decker: That's true, but so what? It's still no good. I'm tired of this. 

Paul: You know I can just imagine how frustrating this must be. I mean with all you have to do to get ready for your daughter's wedding you certainly don't want to have to go around returning shoes. 

Mrs. Decker: I do have one or two more things to do.

Paul: You bought the shoes on Tuesday. You tried them on for the first time today. They broke, and you need them by the end of the week. And since they're a sale item you're worried about there being returnable. 

Mrs. Decker: Well they're certainly not wearable. I want you to give me my money back.

Paul: Mrs. Decker, I wish we could give you a cash refund, but since the shoes were purchased on sale we can't do that. But here's what we can do. We can exchange them for another pair. We can give you your credit slip or we can repair them for you at no expense. Now, that might be your best way to go since you need the shoes for the wedding. Which would you prefer? 

Mrs. Decker: Can you repair them today? 

Paul: So, we can send them out on a rush for you. We'll have them back the day after tomorrow which should be plenty of time for you.

Mrs. Decker: Alright, now you're absolutely sure they'll be here the day after tomorrow. 

Paul: They'll be here at 9 a.m. sharp, I promise. Please ask for me when you come in to pick them up. 

Mrs. Decker: Thank you, I will.

Paul: Thank you, Mrs. Decker. And again I'm really sorry this happened. So, we'll see you the day after tomorrow. Bye, now. 

Mrs. Decker: Thank you again.