Question

Part 1: Customer Service Evaluations 1. Complete 6 Customer Service Evaluations on different businesses using the forms provided for you in Canvas. 1. Complete the (6) service evaluations using complete sentence responses. 2. Analyze the 6 customer service evaluations based on your needs as a customer. SUBMIT: Upload al 6 evaluations to Canvas In-Store Evaluation Form Phone Evaluation Form l Verizon 12:20 AM 55% l Verizon 12:23 PM 54% CUSTOMER_SERVICE_EVALUATIONI.. CUSTOMER SERVICE EVALUATION In-Store or Online What store did you visit? What service did you request? 1. Discuss how the customer service representative welcomed you to their store. 2. Describe the environment (comfortable, clean, or dirty/casy web site navigation, etc.) 3. What was the customer service representative's attitude about helping you? (Tone, body language, attitude, non-verbal message quick response, polite, etc.) 4. Did the store deliver the service you requested in the manner to which you are accustomed? 5. If not, what happened? 6. Overall, what type of customer service did you receive? 7. Other comments/observations/concerns: 12920 AM 55% 547 Verizon

Answer 1

Customer service evaluation (In-store or online)

What store did you visit?

Apple Store

What service did you request?

Wanted to ask about the different variants about MacBook for school, their pricing and features that may be most suitable to my needs.

Discuss how the customer service representative welcomed you to their store.

There was no one to welcome me to the store. The representatives were busy in their own task.

Describe the environment

The Apple Store in my areas is well lit, temperature controlled and it has many of the devices laid down as display. I guess the customers/prospective customers are expected to experience the products themselves and then decide.

What was the customer service representative attitude about helping you?

The customer service representatives did not even come and ask me once if I would need any assistance. Considering this, I can say that their attitude was very casual and relaxed towards a potential customer.

Did the store deliver the service you requested in the manner which you were accustomed?

Nope. Usually customer service representatives in other stores are quite attentive and eager to make a sale. This was not observe in the Apple store.

If not what happened?

The Apple store representatives are likely way too busy with their administrative duty rather than their customers. In the store there were nearly 10-12 employees except the ones on the cash counter, the others seem to be busy doing something on their iPads.

Overall what type of customer service did you receive?

I received a poor (or none) customer service.

Other comments/observations/concerns:

The Apple store representatives tend to assume that their products are well known among the customer and thus no effort is required for sales. In such instance, I would rather purchase the products online.

Customer service evaluation (Phone)

What store did you visit?

Amazon

What service did you request?

I was incorrectly charged for a service that I did not intend to buy. Amazon prime. I called to ask for a cancellation and refund.

Discuss how the customer service representative welcomed you to their store.

The phone representative had a standard greeting of Amazon customer service.

Describe the environment

It is a phone conversation thus, there is no major impact of environment.

What was the customer service representative attitude about helping you?

Yes. I was quite upset given that I had made a mistake and was expecting that Amazon will deny the refund since I had voluntarily made the purchase. However the customer service representative was attentive, listened and helped me out.

Did the store deliver the service you requested in the manner which you were accustomed?

Yes. It was actually better than expectation since I was not expecting them to agree with me so easily.

If not what happened?

Not applicable

Overall what type of customer service did you receive?

It was an extremely good customer service (phone) from Amazon

Other comments/observations/concerns:

Amazon’s willingness to help their customer has astounded me. Even though the mistake was on my part, they chose to help me instead of charging me for the incorrect purchase. This is exemplary.