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Complaints from customers

Come: Yes, well, unfortunately this claim has put us in a difficult situation. For the first time we’ve
received some serious complaints from some of our customers. I am deeply bothered. We
have to do something about this. We can’t let these complaints tarnish the good name of our
company.
Park: I understand your situation fully, Mr. Come. I agree that you really have to act on these
complaints.
Come: Thanks for echoing the same sentiments. Now, on the original schedule TR-9500s were
scheduled to have already arrived here. We were very surprised to find out that they are not
scheduled to be loaded in Busan until the end of next month. This means that there is going to
be a very long delay in the arrival of the goods. We can’t afford such a delay. I can just imagine
how our clients will complain. We have to do something about this. Since we are helpless about
this new schedule, we might as well anticipate how we can address our clients’ concerns. We
have to assign someone who will handle all complaints. Can you think of anyone?

1. Have you had any complaints from customers or clients? What were they
about?

Sample answer:
Yes, we also had our share of complaints from clients. Some of them were about late deliver-
ies.

2. How do you handle irate customers?

Sample answer:
We just listen to their reports and we don’t interrupt them. Then, we assure them that we will
do everything we can to solve the problem. Of course, we act on their complaints.

3. Who makes sure that all complaints are addressed? How is this done?

Sample answer:
We have a person-in-charge for this. His is a stressful job, but he does it so well. He has a system
for receiving complaints and each one is logged and monitored. There’s a report on how the
complaints are resolved.

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