Formative Assessment 8 US 7785

A leading health and fitness company wrongly debited my account with a monthly fee.  As soon as I noticed this, I contacted them with the problem.  They offered to check their records and come back to me.

When they phoned back, timeously, the knowing of all the details arranged for a refund directly into my account and offered me a complimentary month’s workout.  One week later a letter arrived in the post apologising for the inconvenience and advising me to speak to Sue when I called at his gym.  When I got to the gym. Sue was expecting me knew the full details of my story and once again apologised for the inconvenience.

1. The person who answered the phone and collected the information. What would have happened if this person did not attend to the problem immediately?

2. The person who called back timeously. What would have happened if the client was not called back quickly?

3. The person who sent the letter of apology. Do you think the customer appreciated the letter?

4. The person who arranged for the refund to take place? What would have happened if the money was not refunded?

5. The person who met the customer at the gym.  Do you think the customer feels he is important to the company?  Explain your answer

6. Why do you think the company went to so much trouble to keep the customer happy?

7. Would you go to so much trouble to ensure that the customer is happy? Explain your answer.