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Profile E4

- Trang: Good morning ma’am! What’s going on here?

- Vân Anh: (I have argument with your staff about my cell phone’s fault… => just say general)

- Trang: Yes, I see. What can I do to help you?

- Vân Anh: (I want to exchange a new cell phone which have similar type to this Nokia but the staff don’t accept my demand…)

- Trang: Uhhmmm… It is difficult for us to do that because you have bought this Nokia two months ago while according to the standard rules of our company, we can’t exchange product for customers after 10 days”

- Vân Anh: (But you must notice that I have repaired this cell phone one month ago with identical fault, also in this store and now it still can’t use normally…)

- Trang: OK, please stay calm! I know your problem with the mobile phone. I think it is technological faults. I’ll check it again and send report to producer. Although I can’t deny our company’s regulations, your situation is very specially, which have never happened in our store. So, I’ll barter this Nokia for new one.

- Vân Anh: (That’s good… I’m satisfied with your solution but I still must complain about your staff’s behavior for customer…)

- Trang: Oh, I’m so sorry… As the manager of this place, I do believe that Mạnh is not the kind of employees who usually have disrespectful attitude towards customers and I hope you can be tolerant enough to forgive him. On behalf of the whole staffs and employees, I promise this situation won’t happen again! Say something Mạnh…

[- Mạnh: I’m so sorry ma’am. Really really sorry! I hope you can forgive me!]

- Vân Anh: Well, I just need an apology and as you said so…I think I can. No big deal!

- Trang: Thank you ma’am! I expect that you will continue buying the products for our store.

(Turn to other customer – Tùng: Welcome to our mobile phone store. Can I help you?)

- Tùng: Oh… I’m impress on your solutions, so after exchanging with this staff, I decided to buy this cell phone.

- Trang: Thanks sir! We are honored to serve you.

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