Homework (4a-b) There are two components to this week\'s homework. Customers com
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Homework
(4a-b) There are two components to this week's homework.
Customers complain for different reasons. The most common reason is because their expectations are not met. Dissatisfied customers can do more than ruin a CSR’s day: they can also steer prospective customers away from the company. In the following exercise, consider a time when you were a dissatisfied customer. Refer to Chapter 6 as you complete this part of assignment. Write a minimum of one paragraph for each topic.
As a customer, describe two complaints have you had in the past six months regarding a company you’ve purchased from. If you have not had a bad purchase experience in the past six months, you may create a potential scenario or use that of a friend or family member.
Did you handle these complaints by contacting the company? Why or why not?
How can a customer service representative learn from the complaints you described above?
Next, customer service representatives are a company’s front line of communication, and the quality of their communication greatly affects customer retention. Review the Case Study titled “Project 6.5 Resolving Complaints” on page 105 and answer each question. Write a minimum of one paragraph for each topic.
Your final submission should be 1-2 pages.
My text book is below:
Gibson, P. G. (2012). The World of Customer Service (3rd Ed.). Mason, OH: South-Western, Cengage Learning.
Explanation / Answer
As a customer, describe two complaints have you had in the past six months regarding a company you’ve purchased from. If you have not had a bad purchase experience in the past six months, you may create a potential scenario or use that of a friend or family member.
In the past six months I bought internet service through our local internet provider. Since this time on a weekly bases we have had to contact them for different things the most predominant is random drop of service or big drops in speed. The other issues has been dealing with billing but that is nothing major.
Did you handle these complaints by contacting the company? Why or why not?
I have contacted them via phone, email and chat. To inform them of the outage or lack of service to prove that I have not had service or to ask for a credit due to lack of service.
How can a customer service representative learn from the complaints you described above?
I feel that by me calling it makes them aware of my issue and may also inform them of the possible of something more major then just my service. They can also learn to be proactive and just offer a credit instead of me asking for it.
Evaluate the manner in which Keanna handled the situation. What did she do well in the customer situation and what are some errors she inadvertently made?
Keanna seemed to be polite about the situation and that in my opinion is about all she done correctly in this situation. Her first error was not knowing her companies return policy and making herself vulnerable to farther attacks by the customer. The second was there was no empathy at all give to the customer an apology goes along way when trying to defuse an upset customer.
What suggestions could you make to this problem-solving approach, so that future dilemmas of this type have a more customer-oriented and positive solution?
First would be apologize right out of the gate. If I would have been handing this situation I would have said, “ma’am I am sorry you are having difficulty with our product I will do everything in my power to rectify the situation as best as possible. If you don’t mind give me a few moment to check with my manager to see how we should proceed because this is the first instance of this particular problem and I want to give you the most accurate information.” I feel this would have solved a lot of the problem and negative feedback the customer was giving to keanna.
Referendces
Gibson, P. (2011). The World of Customer Service, 3e, 3rd Edition. [VitalSource Bookshelf version].
Retrieved from http://everest.vitalsource.com/books/9781133708476
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