I need this to be original content reply, no chance of copyright or plagerising

I need this to be original content reply, no chance of copyright or plagerising please!
You work part-time at the customer service desk at a home improvement store in your suburban town. It is late September and in walks a man who firmly but politely presents his receipt and insists on returning the barbecue he bought in June for a full refund. He explains, “it does not work as well as it should.” For your part, it is clear that this man bought the barbecue to enjoy summertime grilling, and now that the summer is over, he no longer needs the barbecue – at least until next summer. Your company’s policy is to take back any product within 90 days or purchase with a receipt and within one year if the product is defective. What do you do?
What is your immediate reaction to the scenario? How would you feel if you were the person this situation was about?
How could this situation have been avoided?
What approaches to resolving this conflict are appropriate?
What are some things that, if done, would make this approach successful?
What are some things to avoid when attempting to resolve this conflict? Why?
I need to reply to the following:
I have worked as a customer service representative for a cable company, wireless phone company and several retail stores over the years. I have had similar experiences in customer service. Customer service requires patience, an open mind, and being respectful to the customer. In this scenerio I would try not to presume that he was not going to use the grill after summer. It would not matter even if it was the case because he brought the grill in, the receipt, and the company had a store policy of refunding money if the item was unsatisfactory up to 90 days. The man was being reasonable but firm and that is much better than some customers would act, especially if store policy dictates a strict return policy. The only way I could see this situation being avoided, would not be possible for me to control at that point. In hindsight, perhaps a salesperson might have helped him and spent more time with him by asking what he was looking for in a grill. It is possible that the customer had no one to help him at all and he was telling the truth.
“Today’s work environment requires increasing competence in interpersonal communication skills. Behavior modeling is the most effective training method for acquisition of these skills.” (Medsker,K., Fry,J.P.,1997) I would react to the customer by being empathetic, friendly and attentive. I also would hope that I was properly trained for any problems that may come up so that I could handle them smoothly, and make the customer feel at ease and leave happy. The most effective training has employees work directly with the challenges they face on a daily basis and creating opportunities for them to get feedback, practice, reflect and then practice again. (Aves, J., 2017) If I was the one the situation was about – or in other words, the customer, I would want to be treated fairly and with with a good attitude. I have personally returned a big item (a microwave) because it was not what I expected and was very hard to open. The customer service person seemed irritated. I could see by their body language and inattentiveness that I was not valued as a customer. That is a very frustrating feeling.
A successful approach to the situation if we are faced with an irrate customer is to stay as professional as possible. Showing empathy for their situation can ease tensions and conflicts. Acknowledge they have a right to be upset. If a customer becomes verbally abusive you may need to become assertive but still remain calm. Explain to them when he/she behaves that way it makes it hard to find the best solution (Janasz, S., Dowd, K., & Schneider, B. 2022).
During a conflict with a customer there are some things we should not do. Do not take complaints personally. Another thing that we should avoid is interrupting the customer. Never argue with them. Do not make excuses if your company is wrong. If is their fault apologize and make it right. At all times, show regard for the customer and their feelings.
Aves, J., (2017) How to get employees to emotionally connect with customers through behavioural training
Janasz, S., Dowd, K., & Schneider, B. (2022). Interpersonal skills in organizations. (7th ed.). McGraw Hill, LLC
Medsker, K., Fry,J.P., (1997) Acquisition of interpersonal communication skills: A research-based approach,Telematics and Informatics,Volume 14, Issue 3.

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