3. It's been a very busy day, and you have just gotten a customer complaint. This is the third time today that this same customer has complained to an employee about the same problem. However, it's the first time that you have spoken with her. Your best course of action is to:
a. Apologize to the customer and ask how you can help fix the problem.
b. Apologize to the customer and ask if she would like to speak to a supervisor.
c. Ask the customer to wait and ask the employee who last dealt with the customer to speak to her.
d. Ask the customer to wait and ask the employee who last dealt with the customer why the problem was not fixed.
2006-10-05 21:19:14 · 12 answers · asked by Anonymous in Business & Finance ➔ Careers & Employment
A. first, then if that doesn't work B. It depends on your employer but I think the goal in customer service is to solve the problem now. Definitely do not put them on hold unless absolutely necessary. Basically if the ball is in your court it is your responsibility to do something with it. If that doesn't work then get a supervisor on the phone. One thing that really is important is listening. Even though you've heard the story a hundred times before you have to hear it again, know what's up and explain the situation to your supervisor so you both can handle it together and not have this person call back a fourth time.
2006-10-05 21:36:45 · answer #1 · answered by Blah Blah Blah 4 · 0⤊ 0⤋
I'll choose A. Why should the customer be waiting for the person whom the customer last dealt with, If I myself is free for assisting the customer. If I know how to solve the problem then no need for the customer to wait..
Better give a customer good remarks when they leave so that they would not think twice in going back again and they will bear in mind that the store has a good after sale service..
2006-10-05 21:31:09 · answer #2 · answered by Anonymous · 0⤊ 0⤋
I would pick A and maybe B if I wasn't able to fix the situation. Sometimes certain soultions can only be authorized by a supervisor but I would try first. I wouldn't let the customer wait any longer then they already have. After I fix the problem, I would follow up with the last person so see what went on. But the most important person is the customer, in reality they are the one who pays your wage and keeps your company in business.
2006-10-05 21:24:35 · answer #3 · answered by Anonymous · 0⤊ 0⤋
I think the answer is D. A lot of time has all ready gone into resolving the problem and there may be unknown obstacles. I don't think the employee should get in trouble necessarily, unless the problem was just ignored. Otherwise, understand the problem and the attempted solutions and any obstacles, let the customer know them, and help the employee get a solution.
2006-10-06 00:03:10 · answer #4 · answered by iluvkbs 2 · 0⤊ 0⤋
B-you need to forget about the other employee and do something to help the customer out.
2006-10-05 21:21:16 · answer #5 · answered by seantherunner 3 · 0⤊ 0⤋
Answer A.
Apologize to the customer (multiple times) and ask how you may resolve the (valued) customer's complaint.
2006-10-05 21:47:34 · answer #6 · answered by atomiktwin 3 · 0⤊ 0⤋
If I know the customer has been to two other employees before me, answer B.
If I don't know the customer has been to two other employees before me, answer A.
2006-10-05 21:24:20 · answer #7 · answered by Harvie Ruth 5 · 0⤊ 0⤋
I would chose A and then if the customer was still not satisfied then go to option B
2006-10-05 21:31:47 · answer #8 · answered by Born a Fox 4 · 0⤊ 0⤋
a
2006-10-05 21:21:36 · answer #9 · answered by nastaran 3 · 0⤊ 0⤋
b
2006-10-05 21:27:16 · answer #10 · answered by rainbowbright 2 · 0⤊ 0⤋