00:11you work hard you do a good job you're nice to your customers why then must you suffer the headache
00:18of returns excuse me i'd like to return to sintendo uh who do i talk to you about that
00:24tell you what you'll need to go right back there to the electronics area and they'd be happy to
00:27help you oh gosh you know i haven't really got a lot of time could you take care of it
00:30i'd love to
00:31but i can't i need to send you to electronics right back there they'd be happy to help you all
00:35right
00:35thank you hi there what can i do for you uh customer service sent me over um to talk to
00:43you to give this
00:43to you uh if you take a look at it i don't know what's the matter with it it was
00:46working and now
00:47it's not working so i'd appreciate if you uh you know take a look at it i'd like to get
00:50an exchange
00:51for it if i could exchange yes sir well uh do you have well i guess i better take a
00:56look at it
00:56here take a look at it that's right thank you do you know what's on here uh no no i
01:01mean the kids
01:01couldn't have done anything i mean they're good kids sometimes they'll put soft drink or something
01:05on there no no no it's not so to pop i don't know uh certainly it was fine i would
01:09just uh
01:13i'd appreciate if i had an exchange on it i have a appointment you know i'd really like to help
01:18you
01:18out here but i don't you know an exchange listen you guys have been great in the past and i'd
01:22uh
01:22you know you've always taken care of me and i'd appreciate an exchange but you know what the
01:26warranty does specify that you have to keep it really clean because it doesn't work if it gets
01:30some people will go to great lengths to return an abused or an out-of-warranty piece of merchandise
01:35what are you supposed to do tell them what you really think of course you can't do that and how
01:41about the customer who tries to bully you into taking back something you know isn't broken these guys
01:45are a real problem you people amaze me you really amaze me your quality control people they just
01:51have bats in the belfry bought this game boy yesterday took it home nothing absolutely nothing
01:55no picture i'm pretty sure it's the e-prom so if you just want to take a look at that
01:58i'd fix it myself
01:59but i don't really have the tools so i'll take my money back i'm sorry you had a problem there's
02:04nothing at all huh nope well let's see e-prom power on battery looks okay here's the tone
02:13and give it a moment and
02:19got the music uh-huh here we go i think this is probably the problem yeah just needed to turn
02:26up the contrast a bit how's that look oh of course the contrast i think that was probably my my
02:33kid
02:33didn't uh i'll take it i'll take it yeah okay and what about the nice guys who actually have a
02:39legitimate problem in many ways they're the toughest of all to take care of the controller
02:45doesn't work oh i get there's a picture but there's no action probably i i didn't read the
02:51instructions right i i'll just take a look here and see how it works i didn't want to have to
02:59bring
03:00in it but i just couldn't get it to work there you go it's working now well look look look
03:05sweetie
03:05it's working oh thank you so much oh now tell me when you plugged it in did you put it
03:12into port number
03:13one or port number two i put it in port number two uh-huh okay well well plug it into
03:17number one
03:19because if you put it into number two it won't work oh oh i can't believe that's a simple mistake
03:28it's easy to see that all customers are not the same but no matter what size or shape they come
03:34in
03:34and no matter what kind of products they're bringing back they all have one thing in common
03:38they feel they have a problem now for the good news nintendo is doing something about it something
03:45that will make your job a whole lot easier could i bring you a highlighter last year nintendo of
03:51america sold over 90 million pieces of game boy nintendo entertainment systems game packs and
03:57accessories only a small percent of those products that were returned by your customers were actually
04:02defective an excellent track record for a high quality product that's why the seal of quality goes
04:08on every one of our products in many cases the customer simply failed to follow the simple directions
04:14it's packaged with their product so they come running to you and that's a waste of time for
04:18everybody but what are you supposed to do you're not a nintendo mechanic you're a customer service
04:24specialist well nintendo has the solution to this dilemma next time one of your customers comes into
04:30your store with a nintendo product after you've sold it you'll have the answer what are you doing for
04:36you uh well i'm having a little problem with i mean my kids are having a little problem with the
04:40nintendo
04:40system all right let's take a look at it and see what the problem is uh well it doesn't it
04:45just
04:45seems to be a solid color on the tv screen ah okay so you put the game in part of
04:50and it's just blank
04:51solid color well does it look anything like are there these two right here oh the blue one by spending
04:58a few minutes reviewing the nintendo troubleshooting guide you can probably answer 90 of the questions
05:03that come your way common problem as you can see there it's a result of dirty connectors it comes from
05:07you
05:07not maintaining the equipment properly getting a little dust a little dirt in there so what do i
05:11do what you need to do is you need to use this nintendo cleaning kit it's really it's just like
05:18cleaning the heads in your vcr goes in there cleans up the connectors there cleans up the connectors
05:22inside the game packs you're all set back in business that's all i need that's all you need
05:27terrific how much is it it's 11.95 why don't you take the service brochure with you too it'll help
05:33you
05:33if you need to troubleshoot anything in the future okay and if this gives you any more trouble like
05:38that i recommend you call the nintendo world-class service consumer hotline it's got a toll-free
05:44number there on the front of the brochure great or you can call the uh you know the local service
05:48center their number here is 555-3700 thanks jim come back and see us again even when you don't have
05:56the time to spend with the customer or have the final answer nintendo's got the answer to the problem
06:02we have a nationwide network of authorized service centers equipped to take care of your customers
06:07product service needs and in the rare instance where a product under warranty is malfunctioning
06:11they will either repair it or replace it free of charge and in all out of warranty situations they
06:17will test the product on the spot and fix it at a minimal cost all with no hassle to you
06:22or your
06:23customer we will provide you with the name and address of the authorized service center closest to your
06:28store or you can refer your customers to nintendo's 800 service assistance hotline either way you'll be
06:36able to give your customers the information they need to get their problems handled quickly and
06:40efficiently and you'll spend very little time in the process most importantly you'll save your company
06:46the high cost of handling unnecessary customer returns and in those instances that you must exchange
06:52a product for your customer always exchange like items and of course only what the customer returned
06:58be sure the entire product is inserted into the original complete packaging if the customer doesn't
07:04have their original packaging simply insert the components exchanged into a package taken out of
07:08your stock now your individual store may have other return policy requirements such as obtaining the
07:14customer's original copy of their purchase receipt so be sure to discuss these return
07:19policies with your direct supervisor or manager nothing could be easier nothing could be more
07:24convenient it's total customer service foolproof and just about effortless special counter cards on
07:32package warranty information and other collateral material will alert your customers to the simplicity of
07:38handling their questions or repair needs everything is clearly explained to avoid any confusion the bottom line
07:44is that you keep your customers happy and you don't have to go through the hassle of returns after all
07:50our
07:51business is entertainment we believe that everything connected with nintendo even customer relations should
07:56be fun the training kit is there to help you when you have or given some spare time review it
08:04there's no telling
08:05what you might pick up that will help you during the next occasion you have to deal with a customer
08:09return
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