Dialogue with a client on a product complaint
Customer : Good Afternoon Sir/Mam, I have complaints about your product. I think this watches doesn’t work well.
Me : Good Afternoon Sir. Could you please explain the problem then how the watches doesn’t work good?
Customer : The watches doesn’t have needle-seconds and the connector or hook doesn’t click or fit in and it makes difficult to set a length. I might be started to think that this watches or your product doesn’t authentic at all.
Me : Ok. First, the watches that you bought is Daniel Wellington that doesn’t have an needle-seconds. You can google it or you can visit the Daniel Wellington website for any information about the type or classification and also you can use the needle pin inside the box ofthe watches for set the connector or hook. Usually the needle pin tucked inside the box cause ofits small size so you better search carefully.
Customer : I have a friend who works and have a store of watches and he said that your product doesn’t authentic than his product. And I used the needle pin but it didn’t work, Mam.
Me : What store? Is he works at the Daniel Wellington store? And do you have a proof or any videos to prove that our product doesn’t authentic? And for the hook or connector, we’ll send you some videos about how to set the length correctly.
Customer : I don’t have any but my friend works and have the store since 2017.
Me : What and where the store exactly? If you don’t have any proof or videos to prove it, you shouldn’t said that our product doesn’t authentic.
Customer : He works and have store in the market and that’s not Daniel Wellington Store. And fyi, this hook has done and I can set the length perfectly. So, your product are from “BM”?
Me : Our product made from the fabric which made the watches for Daniel Wellington Store which is the product are same. We selected the best product directly from fabric and make sure that everything’s good and work well. The watches that’s authentic has Japan machine same as the product that we sell or watches at Daniel Wellington Store. As far as I know, Black Market product has China machine and so that’s exactly different. The most important thing is we have videos evidence directly from the store that our products original authentic. We also have a lot of testimonies and reviews of products too.
Customer : Oh well, I saw your testimonies, reviews but i didn’t recognize that you have the evidences video and I just saw it 3 minutes ago. Sorry.
Me : It’s Ok Sir, this is our job to explain you about the product because customers convenience is our priorities J is it clear or you still have anything you want to ask, Sir?
Customer : No, Thank You.
Me : Your Welcome Sir J
Dialogue with Co-worker on the solution for the said complaint.
Coworker : Hi. How’s yourday?
Me : Hi. Fine.
Coworker : Hey, what’s the problem?
Me : Yea, you know.
Coworker : Customer Complaint?
Me : Yes, I have one today. And it was like hell because I have to held my emotion and its upsetting me, really.
Coworker : Tell me about that.
Me : I don’t know, it just my client doesn’t really understand about the product. I mean we show them about the classification, specification like everything about the product onour instagram. I mean why doesn't everyone just read before ask, right? Whether they just judging us about the product and said that our product doesn't authentic?
Coworker : I know how it feels. But, you need to know that this’s our job. And the weatherlooks not so good same as like your feeling right now.
Me : Stop joking. I mean I know this is my job but what should I do? Is in it everything is on the website and our instagram?
Coworker : First, you need to take a breath than bumbling for something that will always happen every day especially for our job and up setting your feelings. Then maybe you can start to give them some more explanation.
Me : Yea but what’s explanation exactly? Like the pages of the book that they won’t even read? We show them dude about everything but they just won’t read that!
Coworker : Of course not. You give them new testimonies, reviews or even the new evidence videos from store. And compare with the other online shop that doesn’t have any of them. Convince them with evidence that we have. The many evidences we have, it will so much easier to get customers.
Me : Okay, but in fact, one of two customers are too lazy to read or hear our explanation.
Coworker : Here’s it. I have secret but don’t tell the others. If I have some complaint from customers, I’ll listening music and give them some notes that I wrote about “How to Be a Smart Buyer”. They’ll automatically read that because we are in the complaint-conversation. And about the notes, I already sent it to your email, you can read and give it to the complaint-customers and don’t share it to the others. Hmm maybe a little bit changes because you don’t want them to think that you just copy-paste my trick, right? Because you know I am the famous one and I have a lot of customers.
Me : Just stop joking-_- But I see now. And thank you so much for the advice, the notes and also the arrogance J
Coworker : My pleasure, but that’s not the arrogance of mine but that’s the reality Sis :D
Commonly misused words
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