Question

Use this scenario to answer the following questions. You work in the order confirmation department of at the L.L. Bean catalog company. Part of your job responsibility is to call suppliers to confirm the ship dates for ordered goods. You spend your entire day on the telephone and for the most part enjoy your job because you speak with people from all over the world. Your only real frustration is when you call a few of your customers to clear up an error that your company made, they react impatiently and rush to get off of the phone.

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?
2. Give an example of how you handled a challenging customer or how you have witnessed someone handling a challenging customer. Was the situation handled appropriately? If so explain why. If not, explain how the situation could have been better handled. PLEASE DON'T COPY PASTE FROM ANOTHER ANSWER ON HERE

Answer 1

Step-1

As customer service provider , we are unable to give appropriate information in all circumstances. So , if accidentally , provide such kind wrong information or treat inappropriately then simple sent a apology email or SMS . We should simply write that " we are extremely sorry due such inconvinent circumstances or not able to give appropriate information . We should also make sure that later we should provide correct information . Therefore , it seems like that we really feel regret due to such kind wrong information , actively sympathezie .

step-2

i have Wonderful experience to handled challenging customer . A customer consistenly ask irrevalent question . I become initially bothered but later maneged it carefully . I was using polite and positive tone . I was never agreesive . I have repeat many time what actually intend to say him and also properly understand what actually problem was through ask clarification .

Yes I have handle this situation effectivly . As customer service provider , we should always be active listener , become more empathetic , soloution oriented and having persistent or patience . So we can easily manage any kind difficult situation . If correct information is not available on current time then directly infrom customer that you are not able to to provide correct information right now and also make sure later definitely you will provide correct information but never give ambigious information . If you do mistake then appolize gracefully .