AB221 Unit 4 Customer Service Assignment

Topics: Customer, Customer service, Negotiation Pages: 5 (795 words) Published: June 23, 2015
The World of Customer Service

The World of Customer Service
Allison Fey
Kaplan University
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 bring the customer and the CSR closer to a resolution.

The next step would be to be empathetic and apologize. The CSR needs to be able to express this with words and through body language. Words can say one thing but the body language may say something else. The CSR needs to be able to be understanding as to why the customer is so upset. This step comes once the CSR understands the concerns of the customer.

The fifth step would be finding a solution that the CSR and the customer can agree on. If the CSR knows of a solution that would make the customer happy, the CSR should explain it to the customer. If the CSR is not sure, the CSR can ask the customer for a solution that would make him happy. The customer’s happiness is the number one focus in the customer service world.

Once the CSR and the customer have come to an agreement on a solution, action needs to be taken immediately. The CSR needs to explain to the customer the steps that are needed to fix the situation. Once the situation has been resolved the CSR needs to follow up with the customer to ensure that he is happy with the resolution. If possible, go above and beyond the customer’s expectations. For instance, the CSR can send the customer a gift certificate, a discount on his next purchase, or a hand-written apology.

The last step is to use the feedback from the customer to prevent this mistake from happening again. Find the root of the problem and make sure it is fixed immediately. Talking with other associates and upper management about the situation, will help them avoid the problem in the future. If this circumstance was because of the store’s return policy then that would need to be taken care of so that this does not happen again.

Dealing with angry customers can be difficult and challenging. If the situation is handled correctly, it may improve the relationship with the customer, and create more opportunities as well. Listening to the...

References: Gibson, P. (2011). The World of Customer Service, 3rd edition. South-Western, Cengage
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