Pretend that you have received a phone call from a very angry customer, Mrs. Meaney. She is yelling and screaming because OCI's latest widget, which she purchased six months ago, has quit working right in the middle of a very important project. She insists that you take care of this matter at once. You, on the other hand, only began working for the company last month. Mrs. Meaney won't let you get a word in. She just keeps screaming about telling all her clients that OCI is the worst company in the world.
Think about how you would professionally handle this on the phone, then write a new script for this interaction, using the elements of good customer service techniques learned in this lesson. Include both Mrs. Meaney's part and your reaction.
2006-11-30 10:50:01 · 4 answers · asked by Anonymous in Business & Finance ➔ Careers & Employment
This is for my homework. Can u help me?
2006-11-30 10:50:34 · update #1
I'm a flvs student and I already anwser this question. (Is Mrs. Schneider your teacher in BST? If so feel free to email me if you need help)
just write out what you think mrs. meany would say (remember she will be angry and a little rude)
mention why she is angry and just write how you would react to that (in a positive way)
When I did this I referred Mrs. Meany to someone who could better help her with her problem. Also, it is good to write it like a script.
P.S if you like writing or reading original stories/poems you can go to Fictionpress.com or Quizilla.com or you like writing or reading stories based of tv shows, movie, anime/cartoon, etc. check out Fanfiction.com
Fellow FLVS student,
Dpetgrave1
2006-12-03 08:37:44 · answer #1 · answered by Dpetgrave1 2 · 0⤊ 0⤋
You need to take control of the conversation. Simply "mmm-humm"ing and letting her rant will only let the situation get worse; you have to take control. Call her by her name and get her attention. Start by telling her that you can understand her frustration and want to help her. Proceed to recite back to her, in your own words, what the problem is; this shows her that you understand what she is saying and gives her confidence that you are competent to handle her problem. Never criticize your company or product; that will just get her started again. If you have to transfer her, she will probably not like that because she doesn't want to be on hold, so make sure she knows that whoever you transfer her to will have more seniority than you. You're not putting her on hold; you're getting her an upgrade.
I won't write the whole script--- it's your homework, not mine--- but some good lines to use for the CSR:
"Ms. Meany, I can certainly understand how frustrated you are and I know that you are facing a deadline. I'd like to help you with this problem. Could you please tell me what model of widget you are using?"
"Ms. Meany, the problem as I understand it is that you were using your widget to print presentations but after the third copy the ink began streaking and you can no longer read the print. Is that correct?"
"Ms. Meany, I am afraid that I am not experienced in resolving your particular problem, so I would like to transfer you to one of our more senior rep's. Would it be OK if I placed you on hold for just a few moments while I see who will be assigned to your case, and fill them in on the details?"
A good CSR will allow the customer to be upset but not out of control, acknowledge how the customer feels but not "side" with them, and steer the customer towards accepting whatever action the CSR wants to take.
2006-11-30 14:20:09 · answer #2 · answered by dcgirl 7 · 0⤊ 0⤋
CS rep- "ummmm hmmm" (quietly acknowledge, agree)
Ms M- "my business is very important to me...I need a new one today...NO, tomorrow is too late..."
CS rep- "ummmm hmmm" (quietly acknowledge, agree)
Keep doing this quiet agreement to let her VENT. She wants to be heard and validated. Then, once she has cooled and you get a 3 second window to reply-
CS rep- "I understand this is a dreadful situation and I want to make this right for you. Would you please allow me a moment to contact a senior manager who may be able to resolve this to your complete satisfaction" (pause, wait for a reaction)
MS M- "Well I better get some help here quick...this project can't wait all day.."
CS rep- "Yes maam, I will only be a minute or so. and I do appreciate the chance to keep your business..."
this is a win-win. She feels heard and You pass her along to the top After she has cooled off.
2006-11-30 11:09:49 · answer #3 · answered by upside down 4 · 0⤊ 0⤋
idk
2006-11-30 10:52:22 · answer #4 · answered by Anonymous · 0⤊ 1⤋