Project Description: In this project, I successfully managed a customer complaint about staff mistreatment using the ADKAR model in customer service. ( This is a sample not real)

Here is the transcript of the conversation:

VA: Thank you for calling Smile Cupcakes. How can I help you.

Customer: (Angrily): I was just in your store and one of your staff members was completely rude.

VA: I am sorry to hear that. Can you tell me a bit more of what happened?

Customer: Yes! I asked for help in finding a box of cupcakes and their price. She just rolled her eyes at me and murmured. She then gave a sarcastic answer and walked away. What nerve!

VA: I apologies for the poor treatment. That's not the level of service we strive to provide. Could you describe the staff member’s name and give me her name?

Customer: It was a girl with dark hair and her name is Mary.

VA: I am sure to address this issue with our team. Can I offer a goodwill for the poor treatment.?

Customer (calming down): Yeah…. I guess so.

VA: I am going to offer you a 30% discount off your next purchase. And if you like, I can speak to the manager to ensure this doesn’t happen again.

Customer: Thank you so much.

VA: You are welcome. Again, I apologize for the poor treatment. We value your business and appreciate your feedback.

How I used the ADKAR approach:

Awareness: I recognized the customer's frustration and acknowledged the issue promptly.

Desire: Demonstrating true empathy, I soothed the customer, nurturing a wish for resolution.

Knowledge: I gathered all necessary details about the incident, ensuring I fully understood the problem.

Ability: I offered a practical solution: a 30% discount and the assurance of addressing the issue with the team.

Reinforcement: I followed up ensuring the customer felt valued and appreciated, reinforcing their positive experience with our service.

This approach not only resolved the immediate issue but demonstrated my commitment to providing excellent customer service and maintaining high customer satisfaction.