ROLE PLAY

1. Assist customer to articulate needs.

a. Full exploration of customer needs: When contacting back to the customers about the
sales return the person contacting should be aware of the problem statement of the
customer.
b. Matching services as per customer needs: The customer service officer will try to
persuade to amend the loss incurred by the product or the service.
c. Identifying customer rights and responsibilities: And while doing so he will be looking
after the company details and the data of the customer which should be kept secret.
2. Satisfy complex needs.
a. Explaining possibilities for meeting customer needs: The customer need in case of a
sale return will be different so the relevant officer should be aware of the fact he is going
to face an angry customer and then he should be ready to persuade an angry customer.
b. Developing networks to support customer needs: In this case, strong association with
the customer is necessary as the absence of strong networking, the negative marketing
can happen.
c. Difficulties in customer needs identification: Customer needs should be properly
identified in order to meet their standards of service.
3. Managing Networks:
a. Effective communication with customer: So after fixing the issue with customer then
the company officer should communicate with the customer in a professional manner.
b. Maintaining referrals of customers: In this case, referrals will not play a major part.
c. Updating information about product: In addition to compensation, additional
information should be provided to customer about a latest product or service.
d. Records of customer interaction: The complete track record of complaint management
should be maintained.