Customer Service Review

Making sure customers are satisfied and will continue to buy the products or services of a business

• Customer Service

• Buyers Market

• Amenities

• Proactive Role

Place where a group of people use the telephone to provide service and support to customers.

• Help Desk

• Social Networking

• Call center

• amenities

Why do companies WANT to hear their customer's NEGATIVE comments?

In certain situations, you have to shop at a business that, in your opinion, has inferior service. How could you inform the company of your dissatisfaction?

A customer is upset because they feel they were misled by an advertisement. They are demanding compensation. How would you handle this situation to resolve the conflict and maintain the customer's trust?

• Apologize for any misunderstanding, clarify the advertisement, and offer a reasonable compensation such as a discount or a free service.

• Deny any responsibility and refuse to offer compensation.

• Suggest the customer read the fine print more carefully next time.

• Ignore the customer's complaint and move on to the next call.

Tags

DOK Level 3: Strategic Thinking

A customer is experiencing frequent issues with a service they have subscribed to and is considering canceling their subscription. How would you address their concerns to prevent them from canceling?

• Apologize and offer a free month of service as compensation.

• Listen to their concerns, identify the root cause of the issues, and offer a solution.

• Suggest they upgrade to a higher tier of service that may be more reliable.

• Offer to send a technician to their location to resolve the issues.

Tags

DOK Level 3: Strategic Thinking

A customer is angry because they were charged twice for the same service. They are demanding an immediate refund. How would you handle this situation to resolve the conflict and retain the customer?

• Apologize for the error, verify the charges, and process the refund immediately while explaining the steps taken to prevent future occurrences.

• Tell the customer to wait for the next billing cycle for the refund.

• Deny the double charge and ask the customer to provide proof.

• Offer a discount on their next service instead of a refund.

Tags

DOK Level 3: Strategic Thinking

A customer is experiencing a delay in the delivery of their order and is very upset. They need the item urgently. How would you handle this situation to ensure the customer feels valued and the issue is resolved?

• Apologize for the delay, provide an updated delivery timeline, and offer expedited shipping if possible.

• Tell the customer to wait patiently for the delivery.

• Suggest the customer cancel the order and buy the item elsewhere.

• Ignore the customer's complaint and move on to the next call.

Tags

DOK Level 3: Strategic Thinking

A customer is dissatisfied with the resolution provided for a previous issue and feels their concerns were not adequately addressed. How would you handle this situation to ensure the customer feels their concerns are taken seriously and resolved satisfactorily?

• Apologize and offer to review the previous issue and provide a more satisfactory resolution.

• Explain that the previous resolution was the best possible outcome.

• Offer a discount on their next purchase as compensation.

• Suggest they escalate the issue to a higher authority within the company.

Tags

DOK Level 3: Strategic Thinking

A customer is unhappy with the service they received from a representative and is demanding to speak to a manager. How would you handle this situation to de-escalate the situation and address the customer's concerns?

• Apologize for the poor service, listen to the customer's concerns, and offer to resolve the issue yourself or connect them to a manager if necessary.

• Refuse to connect the customer to a manager and insist that you can handle the issue.

• Tell the customer to call back later when a manager is available.

• Ignore the customer's request and move on to the next call.

Tags

DOK Level 3: Strategic Thinking