AB221 Unit 4 Customer Service Assignment
The World of Customer Service
The World of Customer Service
Allison Fey
Kaplan University
AB221:01
Professor McDermott
November 12, 2012
The World of Customer Service The customer throws a product on the counter and says, “I want my money back now” and “I won’t do business with you again”. This is probably a misunderstanding about the store’s return policy. In this situation, it’s best to regain composure and take charge of the situation. In the customer service world, representatives have to deal with unhappy or angry customers from time to time. It is very important to take the appropriate steps as to not upset the customer any farther and to keep them as a customer. A lot of times it’s not what the CSR says but how it’s said. If the situation is handled correctly, the company may even end up having an even better relationship with the customer. The first step would be to find out why the customer is upset. The CSR needs to set aside any feelings or thoughts they may have in order to come up with a solution. The CSR needs to stay customer-service minded and try to solve the customer’s problem. It is up to the representative to focus completely on the customer and the problem at hand. The representative must listen actively at what the customer is saying. The CSR must give the customer their full attention. The CSR should start by the customer what happened. They can do this by asking, “Please tell me why you’re upset” or “Let’s go over what happened”. This informs the customer that the CSR is ready to listen. The customer needs to be able to finish the explanation without interruption. Once the customer explains why they are so upset, the CSR needs to repeat the concerns. The CSR can also ask questions to make sure that the situation is identified correctly. Repeating the problem to the customer also tells the customer that the CSR is listening. This often lowers the customer’s anger and stress levels. It will also
The World of Customer Service
Allison Fey
Kaplan University
AB221:01
Professor McDermott
November 12, 2012
The World of Customer Service The customer throws a product on the counter and says, “I want my money back now” and “I won’t do business with you again”. This is probably a misunderstanding about the store’s return policy. In this situation, it’s best to regain composure and take charge of the situation. In the customer service world, representatives have to deal with unhappy or angry customers from time to time. It is very important to take the appropriate steps as to not upset the customer any farther and to keep them as a customer. A lot of times it’s not what the CSR says but how it’s said. If the situation is handled correctly, the company may even end up having an even better relationship with the customer. The first step would be to find out why the customer is upset. The CSR needs to set aside any feelings or thoughts they may have in order to come up with a solution. The CSR needs to stay customer-service minded and try to solve the customer’s problem. It is up to the representative to focus completely on the customer and the problem at hand. The representative must listen actively at what the customer is saying. The CSR must give the customer their full attention. The CSR should start by the customer what happened. They can do this by asking, “Please tell me why you’re upset” or “Let’s go over what happened”. This informs the customer that the CSR is ready to listen. The customer needs to be able to finish the explanation without interruption. Once the customer explains why they are so upset, the CSR needs to repeat the concerns. The CSR can also ask questions to make sure that the situation is identified correctly. Repeating the problem to the customer also tells the customer that the CSR is listening. This often lowers the customer’s anger and stress levels. It will also
References: Gibson, P. (2011). The World of Customer Service, 3rd edition. South-Western, Cengage Learning