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he would need to place a new order, be charged again for the purchase, and also wait for several additional days for the new delivery to take place. He would request instead for you to make the necessary arrangements for a replacement pair to be shipped out directly to him, and possibly have it overnighted, sent via express shipping or next day air, in order to ensure that delivery is made in due time. The only thing we can reply when facing all the above mentioned requests is ‘No’. No to having a replacement pair sent out. No to having the shipping for the new order expedited. It is by no means difficult to put ourselves in the customer’s shoes and understand that the whole situation is most frustrating to him. In order to be able to do that, we also need to get a little bit inside the American psychology and come to terms with the fact that when it comes to customer service issues, they would not take ‘No’ for an answer. Basically, there is not much of a compromise to be done under the circumstances. The only way in which we can settle each case is by driving the other party to give in. For that purpose, we need first to have the customer calm down. Tell him or her that we can put ourselves in his position and that we understand perfectly his disappointment under the circumstances. Make him feel that our apologies as a company come from the heart and assure him that we are there to do your best in order to better assist him. It does help a lot in changing the tone of the conversation within which the bargaining is being conducted to a much lighter, easier to handle one. For instance, it helps me relax and better focus on the goal of those 15 minutes of conversation. As it was previously mentioned, there is pretty much nothing that we are allowed to give in to in such cases. The company policy, at least the way it looks now, would totally prohibit us from doing so. We need to work with the little we have. The best answer I have managed to come up so far is making the other party reach the conclusion that, on the second thought, the same solution I had suggested from the beginning and that he had fiercely rejected from the start is actually not that bad. We need to get him to think that way either if it concerns allowing more time for the package to be found and redirected to him or that the only step that we can take further is issue a full refund for the purchase back to his account. In such cases, discounts for future purchases offered as a way of apologizing can help as well.

 

AFTER THE NEGOTIATION

 

Once the requested deadline is reached, we call them again and this time usually ask directly for a supervisor. In this particular case, we have been notified that the Tracers Department had already been contacted, yet, even if the entire situation was their fault, there was no possible way for them to expedite the tracer. However, we are promised that they would attempt to retrieve the package from where it was delivered and have it shipped to the customer. In case they would not be able to find the package, they would notify us and provide us with the financial compensation required. So, basically, we will be able to receive our money back and also refund our customer. This finalizing procedure usu本论文由英语论文网提供整理，提供论文代写，英语论文代写，代写论文，代写英语论文，代写留学生论文，代写英文论文，留学生论文代写相关核心关键词搜索。