Customer Experience Game

Your product is sold with “100 percent Satisfaction Guaranteed.” A customer attempts to return a product for a refund, saying he is dissatisfied with it. The product is showing a lot of wear, and you have no doubt the customer has received a lot of good use from it. What do you do to satisfy this customer?

You receive a complaint about one of your products that didn’t perform according to the customer’s expectations. Upon careful examination, you find the instructions in the box were for an earlier model of the product, which operates a bit differently. This problem was obviously caused by the manufacturer. What do you tell the customer? What do you do to satisfy this customer?

A customer returns a product with which they are unhappy. You try to determine the reason, but they only make vague statements that lead you to suspect that they just want a refund so that they can go buy a competitor’s new product. What do you do?

Your company has created a good product that is selling well. However, some users have found a way to modify the product for an alternate use that you didn’t anticipate, which involves risk and danger. What do you do?

You have an enthusiastic sales force selling your product, and the initial sales reports are impressive. You get feedback that some customers are not satisfied because the salespeople are making exaggerated claims about the product that are creating unrealistic customer expectations. What do you do?