Customer Service: Review Question Response
Octavia Risby
Customer Service
Prof. Tracy Braye
10/22/13
Chapter Seven
Review Question Response
1. Service breakdown occurs when a product or service does not meet a customer’s expectations. This causes them to become frustrated and therefore the breakdown takes place.
2. Customers have access to information that allows them to make educated decisions about the product or service they purchase. When a customer feels their expectations have not been fulfilled they become dissatisfied. This leads to loss of business for that business and more business for its competitors.
3. When dealing with angry customers you should listen, remain positive and flexible, smile, introduce yourself, assist them, be inexcusably apologetic, ask …show more content…
By being positive, acknowledging the customer’s feelings or anger, remain objective, listening affectively to determine the problem, reducing frustrations, and offering alternative suggestions, you can effectively deal with rude and inconsiderate people.
7. Some strategies for refocusing a talkative person are remaining focused, but cordial; don’t retaliate, ask open-ended questions, take control by using close-ended questions, then imply that you are ending the conversation for the sake of the customer.
8. You may prevent customer dissatisfaction by thinking like the customer, pampering them, showing respect, and exceeding their expectations.
9. The emotion-reducing model works as follows; If a customer has a problem, greet them with a smile and a open body language( 1. customer focused message), Show your deepest compassion as the customer explains the problem (emotional issue), Respond with “I understand” or “I see” (2. customer focused message), Connect with the customer but continue to use positive reinforcement while communicating until a solution is reached(3.problem solving). In conclusion, smile and thank the customer as you offer the final apology for the incident …show more content…
Service recovery is the strategy used by service providers to return customers to a satisfied state. It involves listening, adequate communication, and respect. Its effects can turn an unhappy customer into a loyal publicist for the organization.
Critical Thinking
1. This is not uncommon for small businesses according to the text. However, recovery efforts are important as that of a large organization. In this scenario, I failed in providing the service my customer expected, therefore causing customer defection, which means loss of business and gain for my competitors.
2. To satisfy Stu’s needs, I should first apologize for the inconvenience, call clients who had no specified time for my services to rearrange my schedule, and devote the time needed to ensure that Stu was satisfied. I would walk with him through his property to make sure his needs were met.
3. Yes. A lot could have been done differently. First, before leaving Stu’s home, I would have done a thorough walk-thru, this would have eliminated debris being left behind and I would have noticed the untrimmed trees.
4. Don’t expect a good reference from Stu. According to the text under ‘Reasons for Customer Defection”, a dissatisfied customer is likely to tell others about their
Customer Service
Prof. Tracy Braye
10/22/13
Chapter Seven
Review Question Response
1. Service breakdown occurs when a product or service does not meet a customer’s expectations. This causes them to become frustrated and therefore the breakdown takes place.
2. Customers have access to information that allows them to make educated decisions about the product or service they purchase. When a customer feels their expectations have not been fulfilled they become dissatisfied. This leads to loss of business for that business and more business for its competitors.
3. When dealing with angry customers you should listen, remain positive and flexible, smile, introduce yourself, assist them, be inexcusably apologetic, ask …show more content…
By being positive, acknowledging the customer’s feelings or anger, remain objective, listening affectively to determine the problem, reducing frustrations, and offering alternative suggestions, you can effectively deal with rude and inconsiderate people.
7. Some strategies for refocusing a talkative person are remaining focused, but cordial; don’t retaliate, ask open-ended questions, take control by using close-ended questions, then imply that you are ending the conversation for the sake of the customer.
8. You may prevent customer dissatisfaction by thinking like the customer, pampering them, showing respect, and exceeding their expectations.
9. The emotion-reducing model works as follows; If a customer has a problem, greet them with a smile and a open body language( 1. customer focused message), Show your deepest compassion as the customer explains the problem (emotional issue), Respond with “I understand” or “I see” (2. customer focused message), Connect with the customer but continue to use positive reinforcement while communicating until a solution is reached(3.problem solving). In conclusion, smile and thank the customer as you offer the final apology for the incident …show more content…
Service recovery is the strategy used by service providers to return customers to a satisfied state. It involves listening, adequate communication, and respect. Its effects can turn an unhappy customer into a loyal publicist for the organization.
Critical Thinking
1. This is not uncommon for small businesses according to the text. However, recovery efforts are important as that of a large organization. In this scenario, I failed in providing the service my customer expected, therefore causing customer defection, which means loss of business and gain for my competitors.
2. To satisfy Stu’s needs, I should first apologize for the inconvenience, call clients who had no specified time for my services to rearrange my schedule, and devote the time needed to ensure that Stu was satisfied. I would walk with him through his property to make sure his needs were met.
3. Yes. A lot could have been done differently. First, before leaving Stu’s home, I would have done a thorough walk-thru, this would have eliminated debris being left behind and I would have noticed the untrimmed trees.
4. Don’t expect a good reference from Stu. According to the text under ‘Reasons for Customer Defection”, a dissatisfied customer is likely to tell others about their