Module 1
Module opening scenario
Module opening scenario
A customer orders an outfit for an important event on Saturday.
She is promised delivery on Thursday.
Thursday comes.
The outfit is not ready.
The employee already knows there is a delay, but nobody contacts the customer.
On Friday afternoon, the customer sends a WhatsApp message:
“Please, where is my outfit?”
The employee replies:
“Madam, it is coming.”
But the outfit has not left the shop.
Saturday morning comes.
The outfit is still not ready.
Opening scenario
What was the biggest customer-service failure?
Remember
A problem may disappoint a customer. Poor communication can make the customer stop trusting the business.