Difficult Customer Situation. A coworker has just had to handle a difficult cust

Question

Difficult Customer Situation. A coworker has just had to handle a difficult customer situation. She thinks she could have handled the situation better and has asked for your feedback. Also, the customer hung up, in disgust, before the analyst was able to assist, and she does not know what to do. Here is how your coworker describes the call to you: Customer: This is Jane Apponte. Let me talk to Suzie Peters. Analyst: I’m sorry, Ms. Apponte. Suzie is on another call right now. Is there something I can do to help you? Customer: No, I can’t wait. Interrupt her and tell her that I am waiting to speak with her. Analyst: I can’t do that, ma’am, but I can take your telephone number and have her call you back when she gets off the phone. Customer: That’s not good enough. I have been waiting two hours for someone to get out here and fix my PC. Analyst: Did you call the service desk about your PC? Customer (becoming irritated): Of course I called the service desk. Suzie told me a technician would be here within the hour and no one has shown up or called. I have a meeting in 10 minutes, and I want this taken care of before I leave. You need to get someone out here right now! Analyst: Do you know your ticket number? Customer (shouting now): I don’t care what the ticket number is. Get someone out here now! Analyst: Ms. Apponte, there is nothing I can do until I know your ticket number. Please hold while I look it up. [Places customer on hold.] Customer: [Hangs up in disgust.] First, write out the steps that must be taken immediately to address this customer’s concern. Then, write out a sample script that shows how the analyst could have handled the call better. Include in the script examples of how analysts can let their can do attitude shine through. Share and discuss your recommendations with your classmates.

Explanation / Answer

The database need to be searched in order to understand the grievance of Ms Apponte and a service guy needs to be sent immediately in order to handle the situation. The procedural complications should not have been highlighted to the client and it should have been dealt by the operator herself. The ultimate service matters for the client and should have been taken care of.

The client Ms Apponte should have been asked to calm down and assurance should have been provided in order to reduce aggravation of the situation. Thereafter, once the trust and faith of the client had been regained then only the ticket number could have been asked or otherwise it should have been searched through the database of complaints.

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