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Terry talked with the customer, trying to learn what the customer thought was wrong with the hay. But he didn’t get a clear answer. He then talked with colleagues about A.C.X.’s policies in situations like this, and decided he had two basic options: He could just give the customer the $1,500 refund. But, in that case, the customer might just take the money and never come back. And, even if the customer did order more hay from A.C.X., the company would have set a bad precedent in its dealings with the customer. What would prevent the customer from requesting a refund with every order? Alternatively, Terry could refuse to refund the customer’s money. But then he knew the customer would never come back. And, he didn’t want and unhappy customer out there saying bad things about A.C.X. No, there had to be another option. As he thought, Terry realized he needed to learn some very crucial information. Click to continue previewing the teaching notes on screen. |
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