Customer Led Decisions - Gesture of Goodwill

You have 10 minutes to decide what gesture of goodwill you would give to each customer;

You have;

·         1 x 20% discount (auth by a manager)

·         1 x 10% discount

·         1 x 10% refund

·         1 x delivery refund

·         1 x 15% refund 

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Your Name: *
Customer 1 has paid for Next Day Delivery, shoes have been attempted delivery but no one was home and have been taken to a collection point. Customer is not angry but has advised they are annoyed they need to make the trip.    
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1 point
Customer 2 has received shoes that are odds (2 right feet), needs them for tonight and the shoes are not wearable. Customer is extremely angry as they now have nothing to wear.  
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1 point
Customer 3 has purchased shoes for their grandchild and is feeling anxious as the shoes have become OOS and they have been refunded. They have called us to see if we can help so they have something to offer their grandchild for their birthday.   
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1 point
Customer 4 is a student and they have received white Converse with marks on them. They have emailed photos and there is a very small black mark on the Converse. Customer is going on holiday tomorrow and was emailing us just to let us know, they have advised they want to keep the shoes.     
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1 point
Customer 5 has received their shoes late. They didn’t pay for NDD service however thought they would have received them yesterday. They have advised they are extremely angry and will never shop with us again and wants some compensation.      
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1 point
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