Use the Emotional Reducing model found in Chapter 7 (Customer Service: Skills for Success by: Robert Lucas) to write a response to a customer who is unhappy with a service breakdown (please specify a complaint or breakdown of your choice). Why did you choose this approach?
Be sure to respond to at least one of your classmates’ posts.
(classmate post)
Jamie McCaskill (She/Her)
TuesdayFeb 13 at 1:56am
Hello Professor,
I was a manager at a loan company some time back. We only offer loans to people in our local area. We had a customer who took out a loan and was expected to pay monthly installments. She defaulted on the loan and didn’t pay us for months. When we called her trying to collect she would always tell us that she wasn’t working and didn’t have income at that time but would make a payment as soon as she could. Our company would still run her card every could of weeks for the full payment due back. We had sent notices to her home and got them returned with no forwarding address. We knew she moved after calling her mother when we couldn’t get her. One month we ran it and got the full amount paid in full! We got so excited that we were able to close that account. The next afternoon, she called and wanted us to stop payment. She said it was her first check and that it was meant for her rent. As much as I wanted to help, I couldn’t. She wanted to rewrite the loan so she could at least have some of the money for the rent. Unfortunately, Company policy prevents us from writing a loan to those out of our area. Here is my response.
Good day, Donna,
I understand the situation at hand has left you in a bind. I send my deepest sympathy for the stress that was caused by this inconvenience. While our store is unable to write you a loan at this time, I can send you the information for our sister store in the area where you are currently residing. Please make sure that you call them to set up an appointment to take in your new documentation. We would like to thank you for your business and hope to work with you in the future.
Best regards,
I chose this problem-solving method because it was an easy fix to lead her where she needed to be led when I could no longer help her. It doesn’t leave her feeling helpless and gives her a chance to redeem herself.
Jamie
