Complain a Bad Service and Broken Product In a Boutique

COMPLAIN A BAD SERVICE AND BROKEN PRODUCT IN A BOUTIQUE

For the last few days the Venice Summer Boutique store has received several complaints from customers, some customers have complained about clothing and services. From the boutique store, such as easy to loose buttons and poor service from the store’s employees. On Thursday the boutique customers service store received a phone call from a reguler customer who wanted to complain.

            Kriinggg!! customer service received a call “Hello is there a Venice Summer Boutique store, can i help you?”. Mrs. Arin “I am VIP customers from this store, I want to complain about the clothes that I just bought, why the buttons are so easy to come off even though i just bought the clothes yesterday, so how come sir?”. Customer service “we will follow up your complain in three days, we will give the news to Mrs. Arin, please wait ma’am?”. Mrs. Arin “OK”. Customer service “ok mom, we will follow up for the complaint, thank you for you complaint, in three days, we will give news to Mrs. Arin. Please wait ma’am...”. Mrs. Arin “OK”

After three days, the client hasn’t heard any information about her complain yesterday  from the boutique, finally the client feels furious and calls the boutique again. And he said he was very disappointed and mad with the boutique service. Then, the client also said that the services in the boutique was very bad. The client threatened the boutique by saying that if there was no follow up in two days he would give a bad review and would not recommend the boutique to her relations. Customer services immediately apologized to the client and promised to immediately follow up on the case.

After getting complaints from one of the VIP Clients yesterday, some employees gathered to talk when lunch break, and customer service talked about what happened to him at the time  custumer services says, ” I got a loud complain from VIP customer yesterday, and he threatened to give a bad review. What should I do ?” So other employee says “ Be patient, I’m sure is actually not entirely the fault of our boutique, it  might be a mistake from the factory and the tailor. Besides, we have selected which clothes to sell, and I’m pretty sure it’s not our bad service, but the client we’ve been too emotional and finally say bad words to you. And then other employee also says ” yeah, right what was said earlier, that our service is good, because last week I just serve that customer and I’m sure my service to her is good, and others approved it. Even all the employes gave a spirit to the customer service and then they continue the conversation about the customer complaints until lunch break office is over.

After receiving a number of complaints from customers and it turns out that one of the customers reports directly to the manager. Finally the manager takes the decision to hold a joint meeting on Thursday and wants to discuss the customer complaint that has now reached to his ear.  Arriving on Thursday, the meeting was held and the manager began to open the meeting by first greeting.

The manager asked this to the customer service and said "I got a complaint from a VIP customer, if he was disappointed with the service he got from our shop. Is that true? and can anyone explain it?" Then the customer service replied "Yes, right sir, I made a mistake. I have forgotten to give news or information to the VIP customer, and finally the customer feels furious about the item he bought, expecially the buttons that so fast to broken off and the manufacturing process is not neat, and so the service of employees who are not satisfying customers ".

Then the manager asked again and said "Why did this happen? Even though during the past month customer review was still fine and nobody complained like now".

And finally one of the employees in the production department admitted that he was wrong when sorting out the clothes that came from the factory and had passed some clothes to sort out which clothes were suitable for trading and which ones had not.

After the manager know the problem, Manager going straight to the core of the discussion by asking the best solution to resolve complaints from several customers. Furthermore, some employees gave advice that our boutique give refund by 50% without replacement items. But some other employees feel disagree because it is not worth it with the disappointment felt by the VIP customers. After a long discussion, everyone finally agreed that the solution to be carried out was to invite the customers back to our store and apologize directly and also give compensate to the customer in the form of clothes that they had been bought with damaged conditions to be replaced with new clothes. Which of course the materials of the clothes is much better than before.

This Naration Made by :

1.    Ahmad Naufal (20216388)
2.       Arinda Saputri (21216075)
3.    Daffa Pratama Putra (21216663)
4.     Naufal Fauzi Osana (25216346)
5.     Sahira Almas Tovani (26216766)
6.     Sri Emenita Tarigan (27216137)