By GORDON SHAVE | The: customer has described the - complaint, vented fury, calmed down and. stands’ there: ex- pectantly. What kind of _ settlement is to be made? Those. who work with Clearly. established com- plaint policies usually know, They make the settlement, spend their time re- establishing confidence in the product, service, staff or business. a Those who. work with unclear or value-judgement ' policies have a negotiation challenge. The objective is: to satisfy. the customer without giving the store away. Incredible as it may seem, one of the most acceptable, least expensive settlements, is often the one the customer recommends. Time and again, such consideration activates a customer's sense of fair play. Occasionally it'll put the customer’s con- If there’s exaggerations or little white lies, this is often the moment of redemption. But most customers are just plain — ‘reasonable. Much of their satisfaction came from your . attitude, your willingness to listen, your offer.to consider their suggestion... — . A ‘question like, “I’m ‘really. sorry you’ve been inconvenienced Mr. Jones. . What would YOU suggest we do?” demonstrates total fairness but does not close. - off your options. You may or. May not agree. If you do, act on the suggestion im- mediately. Frequently it'll be less than you expected. If not, you can still negotiate. _ The worst thing you. can do is negotiate down a settlement you CAN accept. Creating: an impression it hurts, it’s unusual, that you accept reluctantly, shatters the thread of confidence you've tried to weave. Your negativity won't make you appear generous. been Iv . There’s six possible set- tlements you might consider: 1.- Replace~ the product without cost to the customer. Providing _ the - customer wants the product, remains confident in it, this - - will be a satisfactory set- tlement. ‘2. Refund the full: pur- chase price in exchange for ‘the product. Again, totally satisfactory to the customer who has lost confidence in - the product or found it_ unsuitable for the purpose it was purchased...° 3. Replace the product but charge for labor and tran- sport costs. Depending upon the age and usage of the . product, this could be ultra ‘generous. With recently purchased products if could be disappointing. i 4. Replace the product but | _ Split all the costs with the “customer. The danger. is the ” Again, customer's suspicion you'll ‘inflate the. costs. Be satisfaction is assured.__ _ 5. Instruct the customer in| | | _ taking action against a third | party. Be mindful of your legal position: Avoid ‘any misunderstanding about YOUR liability if the action | ‘is unsuccessful. _— 6. Send the product to the factory for. a_ decision. Clearly establish. YOUR liability if the decision’s against the customer. : Next week, action suggestions after settlement agreement. . « Executive | ae ‘prepared to prove them and < Page 31,.May 16 WESTER — Beats PROGRAMME “ANALYST | Pacific Western Airlines requires a Programme . - Analyst for. our Vancouver, B. Cc. office. - Position is responsible for operation of a data entry mini-computer. Applicants’ should have experience in programming, either basic language COBOL or UPLI/UPL2, and Key Edit 1000 and/or equivalent compieted courses at B.C.1.T. or comparable college. A minimum two years experience in key-punch, key tape and/or key-to-disk function also required. Experience in accounts receivable, accounts . payable and payroll inventory is also a definite __ asset. . . ow Excellent employee and travel benefits are’ of- fered with this position. Please apply in writing, | outlining education, experience and present salary to: The Placement Officer Pacitic Western Airlines vA Vancouver International Airport . Vancouver, B.C. V7B 1V2. Assistant REGINA/TORONTO Salary to $20,000 Are you career orientated? Willing to relocate? We have the'fop job with future to match! A growing Reinsurance firm, is. seeking a mature, diversified person who is willing. to make the move to Regina with the eventuality of making their home base in Toronto. If you like to work on your own, use the tools of diplémacy, meeting the public, and.be the right hand for top level management, this is the opportunity to demonstrate your initiative. A minimum of ten years secreatarial background plus : knowledge of telex should be on your. agenda. Experience in insurance would be.a welcomed asset. Get ifi on the ground floor and work to the top. Excellent benefits and relocation expenses paid for the candidate who wants challenge. Call Joyce Cowie for the chance of a’ lifetime! convince the customer not science on the line. to try you for size again. 7 Intermediate - Senior - Vancouver based Geotechnical Consultant re- quires experiénced Soils and Foundation Engineer. ~ immediately. ; - Successful applicant will be expected to take over total responsibility for foundation investigations and engineering reports. Work. will be varied and _ challenging. ; -- Applicants should have a minimum of 3 years of practical experience following post. graduate degree. "SPECIALIST ACCOUNTING ; CONTROLLER $ 22,000 Rapidty expanding co. requires qualified accountant to develop & maintain acct’g records. ; a CHIEF ACCOUNTANT - $ 22,000 Grad accountant with good supervisory skill and fund . acct'g.exp'nce to Supervise acct’g dept. COST ACCOUNTANT $ 18,000 Major Van. mfg. requires exp'nced cost accountant to - Salary & benefits will be commensurate with ex- ‘CAREER CENTER DAYMASTER costs & prepare variance ee 8.000 . perience ana backgr ound: ‘ IM 683-4192 Experienced individual to handle company payroll for Reply in confidence to:- Personnel Manager 8Q0 hourly workers. Van based firm with good working conditions. - : FINANCIAL ACCOUNTANT $ 17,000 Richmond mfg. requires 3-4th year student to assist in development of acct’g records and financial statements. ACCOUNTING SUPERVISOR $ 15,000 Large retail chain requires Individual to supervise accounting staff & do financial analysis. INTERNAL AUDIT $ 15,000 Int. student required for large forest product co. 35% travel. Good promotional prospects. FULL CHARGE BOOKKEEPERS $ 12-14,000 Several positions available for manufacturing, public accounting & construction firms. SYSTEMS 425 - 890 West Pender St. Cook Pickering & Doyle Ltd. Aa Dou Consulting Geotechnical Engineers — Northwest Community College Requires an INSTRUCTOR in Resource Management 835 West 7th Avenue, Vancouver, B.C. V5Z 1C2 | & cariboo college Requires a REGIONAL DIRECTOR | OF COMMUNITY EDUCATION This new position, reporting to the Vice Principal, Education, will be responsible for the overall initiation, planning, implémentation, administration and coor- dination of community education in the College Region. MARKETING 3 30,000 + National Oata Selvicer requires exp'nced marketing rep. in Calgary & Van. ~- SYSTEMS ENGINEERS $ 24,000 Exp'nce in main-frames and able to work as marketing support. SYSTEMS ANALYST $ 24,000 Able to work in Cobo! shop & good at documentation PROGRAMMER . $ 20,000 Good RPG tl programmer and systems design for System 34. . With the ability also to teach first and second year university transfer courses in biology. Preferred qualifications: - Minimum of a Master's Degree in the instructional area, or the equivalent. - Specialization in fisheries and/or forestry. - Commitment to community-oriented teaching. - Forest knowledge of and/or field experience in oo Northwest, B.C. Program development experienge | The Community Education Division 1s responsible for providing a broad range of vocational, career, university PROGRAMMER $ 16,000 transfer and general interest courses in a region of over would be an asset. Exp'nce in PL | and on 370 hardware 0,00 sq. miles . 80.0059 This opening is a one year temporary position which OPERATOR $ 11,000 QUALIFICATIONS: Basic university degree plus post graduate work in adult or community education and considerable background and experience in distance fearning delivery systems Candidates should demonstrate strong leadership ability and administrative skills. The position is primarily administrative and there is a definite need for a capability of working with people, agencies and organizations within the greater. com- munity COMMENCEMENT DATE: As soon as Data entry operator on mini, and keypunch and 3741 operators. To apply for these and other Accounting, Bookkeeping, Data Processing positions ALL: may be extended subject to receiving adequate funding and the approval of the College Board Appointments will commence August 15, 1979 Salary will depend on qualifications and experience and be according to the Faculty Union Scale There is a generous range of fringe benefits Bruce Morris, C.A. Denys Webb, C.G.A. the areas between Houston and the Queen Charlotte Islands, and ° Northwest Community College covers 688-7726 ROBERT HALF Co) vancouver..ro. between Stewart and Kitimat. The main campus is . Dave Spry possible. located at Terrace Considerable travelling to various SALARY. $31,345 © $33,744 per annum (under communities will be necessary review) Please send application and/or resume prior to June 12, 19791to Porsonne! & industrial Relations Manager CARIBOO COLLEGE Applications accompanied by a curriculum vitae should be made as soon as possible and torwarded to Dr. Peter Webér Box 3010 Academic Head x NORTHWEST COMMUNITY COLLEGE 535 Tmatow Street Vancouver BC VOE aL? vec sue B.C, Box 726 Oftices Vascouver Calgary Turdoty USA & UK V2 x72 Terrace, B.C. V8G 4aC2 World & Largest Financiat & EOP Parsonnel Speciannts