Client: Good Afternoon,I am Rattanaporn. I have a complain about my car. Who I can talk to?
Customer Service: Good Afternoon, I am a customer service representative. My name is Andi You can talk to me about your problem.
Client: I am furious and I will never do business with Melbourne Car World again.I bought a TOTO Freedom last month which I was very happy with my car but the sales person did not give me a roadworthy certificate as required by law. Another sales person promised to send it to me but they forgot and it’s now in my customer records file according to another sales person. I had a small accident in a parking garage but were refused compensation by my insurer of $2,000 on repairs because of the lack of the certificate.
Customer Service: Oh I see. This is your problem.
Client: I need the certificate immediately. I can obtain documentation to support my claim and can wait to be compensated. I have my two small children and baby with me. The children are getting restless and need to play. I are very happy to have them play in the childcare centre and also, my baby is hungry. I ask if it’s OK for me to breastfeed in the dealership.I will not use the toilet.
Customer Service: How I can do for you?
Client: I want a full refund immediately for my car plus $2,000 in compensation (once documentation is presented) and the certificate.
Customer Service: Ok , can you wait me abit because your request authorisation from the manager of dealership for amounts above your delegated authority. Resolution must be within your authority to offer. Always resolve complaints within your authority to the best of your ability.
Manager: Hello, I am a Customer Service Manager, my name is Laksika. Can you give me of your document insured of $2,000 on repairs? We can give you a full refund for your car plus $2000 by cheque.
Client: Yes, sure
Manager: This is your cheque. We apologise with problem.
Client: It is ok now. I am happy now and thank you for your helping.
Manager: Your welcome.