Hypothetical Situation by Using Conditionals.
Characters:
1. A Customer Service Representative (Clerk) Verónica
Duque
2. A Buyer: Ana Álvarez
3. A Store Manager: Natalia Pérez
4. An Inventory Control Specialist: Sofía López
Brainstorm:
A supermarket: A person gets angry because she saw that a product was really cheap, but when she arrived it was more expensive.
Technology: Issue with returning the product, due to problems with the fridge
Luxury clothing brand (Online)
Appliances and technology
Problems to return a product that was defective.
The fridge is defective. For months. They don’t want to answer. The woman goes back to the store to talk to the manager.
Buyer (Mrs. Ramsey):
This is too much! The fridge is really not working. It is completely unacceptable. If I had known that the product was going to be defective, I wouldn’t have bought the fridge in this store. I'm going to call them.
Clerk( Mrs. Verónica):
Good morning, custom services, how can I help you?
Buyer (Mrs. Ramsey):
Good morning miss, I went a month ago to the store and bought a fridge that seems to not be working very well. If I hadn't chosen that fridge, I wouldn't be struggling so much. Is there any refund?
Clerk:
I'm sorry ma’am, we’ll send a technician to check the fridge and inform us what's happening, so that we can inform the supplier.
Buyer:
There’s a misunderstanding, I do not have time to go home, I’m working now. If it weren't for my job, I would’ve come since day one.
Clerk:
If you can’t be there today, we will be there tomorrow morning. Is it okay?
Buyer:
Alright, at what time?
Clerk:
Between 11:00 a.m. and 12:00 p.m.
Buyer:
I’ll see what I can do, bye.
Clerk:
Good.
(Some days after )
Clerk:
Good afternoon, may I help you?
Buyer:
Good afternoon, I’m Mrs. Ramsey. I called a couple of days ago, because I have had problems with my fridge since I got it. You sent a technician, but he never told me whether it was going to be changed or not. I’ve been waiting for five days now, and have no true answer. I'm sorry, but I wouldn't be bothering, if it wasn’t important.
Buyer:
Miss, maybe I didn't make myself clear last time. As the fridge has a guarantee. I have the right to get a new fridge or a refund. If you refuse, there will be serious problems.
Clerk:
Ma’am, if we didn’t depend on the supplier, we would give you a new one. The thing is, we do depend on them and there’s nothing else we can do until they authorize us to give you a new one or a refund, if you want.
Buyer:
Miss, I will not accept more excuses, I want to talk with your manager.
Clerk:
Sure ma’am, I'll be right back.I'll have him through.
Store Manager:
Good morning, may I help you with something?
Buyer:
Good morning, I’ve been talking to the clerk about the problem that I have with the fridge. The problem with the fridge it’s that it doesn't chill, and since the fridge has a guarantee, I can get a new one or a refund.
Store Manager:
We will send a technician to your house, so it can properly get checked and fixed.
Clerk:
I sent a technician. He found out what was the problem, but to fix it he needs to add a piece inside of the fridge; however, the ma’am doesn’t want that, so we have to talk to the supplier.
Buyer:
Exactly, that is the problem. If you give me my refund, I will go and buy a new fridge; Or even better you can give me a new one, so we can prevent a major problem.
Store manager:
I would give you a refund immediately, if I could… but maybe... You know what… Please, call Mrs. Cullen. (to clerk)
Clerk:
Immediately- Mrs. Cullen, we need you in the section A2.
(Mrs. Cullen arrives)
Mrs. Cullen (Sofía López):
Hello, what’s the matter?
Store manager: We have a problem with a refund. This is Mrs. Ramsey, she bought a refrigerator a couple of days ago, and it has been presenting problems.
Mrs. Cullen:
Hello I’m Rose Cullen, I’m the inventory control specialist of Whirlpool, if there is any problem that doesn't have to do with the store, I will talk directly to the supplier, but if that is not the case then I have nothing to do here.
Store manager:
As I was saying: The problem here is that Mrs. Ramsey has problems with her new fridge, and we are offering to fix it, but it requires adding a piece inside, the problem is that she doesn’t want that.
Clerk:
Mrs. Ramsey is asking for a refund or a new fridge, because she has the right to, but that is out of our hands and, instead, has to do with the supplier.
Mrs. Cullen:
I see... So first I will have to check the fridge's record and whatever the results are, talk with the company to see if they can give you a refund or a new one. Afterwards, I’ll inform you as soon as possible, for now you’ll have to wait. But obviously this prodedure is not that speedy due to how big this corporation is, so it may take a little more than a month maybe. I know it sounds longer than expected, but if we didn’t have this process, everything would be more disorganized and slower.
Buyer:
Ok, but what is going to happen in the meantime ? If I don’t have a fridge, all my food will rote. What I’m I supposed to do?
Store manager:
Well… that is out of our hands and you’ll have to solve it meanwhile.
Buyer:
Are you serious? Why? The problems aren’t my fault
Store manager:
With all due respect Miss, it isn’t our fault either. We will try to solve the problem as soon as possible. If you wait, you will be relieved afterwards, and we won’t have any further problems.
Mrs. Cullen:
Trust me Mrs. Ramsey I wouldn't be working with this company as Inventory specialist if I didn't do whatever I could to help. There are better solutions than getting the fridge immediately, I'll call you the moment I have news. Take care.
Buyer:
Fine… I’ll wait*.
*Three weeks later*
Clerk:
Hello, good morning. How can I help you?
Buyer:
It’s me, Mrs. Ramsey, again. I’ve been waiting for three weeks now, and I haven’t received an answer. What is the problem? There’s no refund and I have no news.
Clerk:
I’m sorry ma’am, we are doing everything we can to help, but once again, we depend on the supplier to do anything, so you have to talk to them.
*One week later*
Mrs. Cullen: Greetings Mrs. Ramsey, we are sorry for all the inconvenience caused. We can fix your fridge by adding a piece, so the cooling problem is solved, between the next few days the company will send some technicians to repair your fridge. If you’re patient, in some days it will work like new.
Buyer:
But I don’t want my fridge to be repaired. I want you to give me a new one, because I’m not investing my money in something that won’t work. So you either give me a new fridge that I will be able to use without any problems or you give me a refund.
Mrs. Cullen:
Ma’am the company is offering you an available solution for your fridge to work very well, I hope you to take it into consideration, have a nice day Mrs. Ramsey.
2 days after...
Store manager:
Hello Mrs. Ramsey, I have exciting news for you.
Buyer:
Finally, even if I receive a refund, I won't be very satisfied.
Store manager:
So you are going to receive a new one and you won’t have to pay for the transport service. The company is going to send it to us, and we will be sending it to you soon.
Buyer:
Thank you so much
Store Manager:
No, thanks to you. If it wasn’t because of your patience, none of this would’ve happened.
