Platform Banner

An unhappy Customer Tutorial

Discover how a small oversight at Organic Earth spiraled into a reputational crisis due to an unhappy customer. In 'An Unhappy Customer,' witness the importance of assertiveness and courage in addressing customer complaints. Learn how one man's experience can influence the perception of a brand and impact sales drastically. Don't miss this eye-opening tale!

02:04
58 views

Selected for you
New

Available in SoftSkills

00:00:03

the shop Organic Earth enjoyed an excellent reputation

00:00:06

for its local products and attentive customer service.

00:00:10

One day,

00:00:10

Mister Durrant,

00:00:11

a regular customer,

00:00:12

bought a batch of cheese for a special event.

00:00:15

Unfortunately,

00:00:16

the cheese turned out to have been poorly preserved,

00:00:19

and its taste had become sharply acidic.

00:00:22

Mr.

00:00:22

Durrant returned to the shop unhappy,

00:00:24

hoping for a commercial gesture or at least attentive listening.

00:00:28

However,

00:00:29

that day,

00:00:30

the manager,

00:00:31

preoccupied with inventory,

00:00:32

briskly replied that no refund or exchange was

00:00:35

possible without immediate proof of the defective purchase.

00:00:39

Frustrated and feeling neglected,

00:00:41

Mister Dar shared his experience with his entourage.

00:00:44

His friends,

00:00:45

influenced by his story,

00:00:47

began to doubt organic earth,

00:00:49

but Mister Durrant didn't stop there.

00:00:51

He published a detailed review on several social networks and review platforms,

00:00:55

describing his disappointment and the manager's lack of consideration.

00:01:00

Digital word of mouth quickly took effect.

00:01:03

Customers began to question the quality of products and service at Organic Earth.

00:01:08

Several canceled their orders.

00:01:09

Others went to the competition.

00:01:11

The manager,

00:01:12

noticing a significant drop in sales,

00:01:15

realized the mistake.

00:01:16

He tried to contact Mister Durrant to apologize

00:01:18

and offer him a basket of free products,

00:01:21

but the damage was done.

00:01:23

Mr.

00:01:23

Durrant,

00:01:24

having already shared his dissatisfaction with

00:01:26

his acquaintances and on the internet,

00:01:29

had influenced many more potential customers than the

00:01:32

store could have attracted in a month.

00:01:34

The costs to try to rectify the

00:01:36

shop's reputation and regain customers were astronomical,

00:01:40

not to mention the effort required to attract new customers.

00:01:43

If only the manager had taken the time

00:01:45

to listen and consider Mister Dan's complaint,

00:01:48

organic earth could have avoided this costly

00:01:51

crisis and kept its loyal customer base.

00:01:54

This incident served as a bitter lesson on the importance of treating

00:01:58

every customer complaint with care and consideration in a win-win spirit.

Mandarine AI: WHAT YOU SHOULD KNOW