Group 3: Selfie-saster
Lester is a Sales Representative in a branch of a telecommunications company. One Monday, Customer A claimed his approved postpaid line, along with its free handset. Customer A tried the camera’s functionality, and took several selfies. After paying the initial deposit and signing some contract papers, Customer A changes his mind about the color of the handset’s back cover. He does not like the red cover.
Since Customer A has not yet left the store, Lester decided to let Customer A choose a handset with a different color. Lester took the first handset with the red back cover and carefully placed it again in the box, complete with all its accessories.
Came Tuesday, Customer B came to the store to claim his approved line. Luckily, he wants to have the one with the red cover. Lester immediately gets the handset and demonstrated it to Customer B. While inspecting the phone, Customer B saw that there were selfies in the Camera Roll. Customer B was furious, thinking that Lester is trying to give him an old and used handset
If you were the manager, how will you explain this to the customer?