Question

1. As a customer service provider, what do you do in a situation when you know that you are wrong or may have treated a customer inappropriately? PLEASE DO NOT COPY FROM ANOTHER ANSWER ON HERE

Answer 1

Customer Relationship Management helps a firm streamline processes, build customer relationships, increase service and improve sales. In a situation where you may have treated a customer inappropriately, the service provider must be courteous to listen patiently to the agitated customer and adhere to his/her needs. The customer should be even offered a new product (in case of such a situation in a restaurant, sandwich/dessert should be offered). However, the customer is sometimes agitated enough to be pacified. The customer service provider must be willing to help the customer and pay attention to the customer’s problems.

Generally, there are certain things that a customer service provider could have done to prevent such a situation:

1. Greeting the customer well
2. Listening to the customer’s needs carefully Remaining positive and offering assistance, if needed
3. Reaching out to the customer to gather feedback
4. Asking open-ended questions to understand the customer’s requirement
5. Not using negative words such as ‘problem’ or ‘not my job’. Rather using positive alternative words such as ‘issue/concern’ or ‘although I don’t normally handle’.