Customer Service Script. You have been hired as a consultant to a company that w

Question

Customer Service Script. You have been hired as a consultant to a company that wants to (1) improve its customer service, and (2) reduce the stress its staff experiences when handling difficult situations. Drawing from your experiences both as a customer and as a service provider, develop a script that illustrates a difficult situation. Prepare a series of questions you can use to prompt empathy for the customer’s situation, constructive feedback for the service provider’s handling of the situation, and tips and techniques for handling this situation better in the future.

Explanation / Answer

Consider the example of a beach hotel. Suppose a customer has booked a sea-facing quadruple room in the hotel using its website, but due to some technical error the booking was not completed. Now, when the customer arrived, the room was already allotted to someone else. Customer got very angry upon the information and started shouting upon the service reps.

How to handle the situation- In case of any service encounter the most important thing for a service rep is to immediately apologize to the customer and deal show them empathy. Now, the next thing is to find alternative ways to fix the problem. First of all, the service rep should try to offer other available rooms that can be allotted to the customer along with complementary services like that were not available with the prior room like free breakfast, free parking, and/ or free Wi-Fi internet. Even then, if the customer does not want to take the room, then the hotel staff can try to arrange a similar room for the customer in other hotels. In this way, they can handle the problem and make the customer satisfied.

The series of questions might include-

A service representative needs to be very patient while handling such situations and should not lose their calm. They need to show empathy to the customers and even if problem is not of the company, they should apologize immediately. They need to find alternative ways in which the problem can be fixed.

Related Questions

Navigate

• Browse (All)
• Browse C
• Subjects

Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.