Read the following passage and answer the questions given below :
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 knew 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 he gym. When I got the gym. Sue was expecting me, knew the full details of my story and once again apologized for the inconvenience.
- Discuss how teamwork in the above business enabled them to give excellent service and turn a dissatisfied customer into a very impressed and satisfied one:
- The person who answered the phone and collected the information. What would have happened if this person did not attend to the problem immediately?
- The person who called back timeously. What would have happened if the client was not called back quickly?
- The person who arranged for the refund to take place? What would have happened if the money was not refunded?
- The person who sent the letter of apology. Do you think the customer appreciated the letter?
- The person who met the customer at the gym. Do you think the customer feels he is important to the company? Explain your answer.
- Why do you think the company went to so much trouble to keep the customer happy?
- Would you go to so much trouble to ensure that the customer is happy? Explain your answer.