1. Read the case study, which you will use to answer the questions in the box...
Fantastic news! We've Found the answer you've been seeking!
Question:
Transcribed Image Text:
1. Read the case study, which you will use to answer the questions in the box below. Case Study Background: You have been chosen as a finalist for a customer service position in a new company. One of the key aspects of the job is to demonstrate active listening skills while speaking with customers. In the final interview, you are asked to observe a customer service representative and share your observations. 2. Below are descriptions of how two different customer service representatives (Caris and Liam) responded to upset customers who called in because they had missed the deadline for returning products to the company. Read their reactions, and use them to answer the questions that follow. 3. In both conversations, the customer is requesting a full refund. However, both customers have missed the deadline to receive a refund. » Mrs. Donahue shared that she missed the deadline because her husband had a stroke and has been in the hospital for the past two weeks. She has been sleeping in the hospital, and her focus has been on her husband's care. • Mr. Metzer shared that he missed the deadline due to a home fire. His family needed to be temporarily relocated into a shelter. They just recently got back inta their own home. Liam's Conversation: (Slouching at his desk with his face resting on his hand) Mrs. Donahue, you need to calm down! (Raising his voice). When you express anger, I feel that you are being disrespectful, and it makes me frustrated. As I already stated, (covering his face and visibly upset) you missed the deadline for returning your item and are not eligible for a refund (sighing loudly). My job here is to help customers, and I wish I could help you - but there isn't anything I can do (Speaking quickly). Is there anything else I can help you with? Caris' Conversation: (Sitting up straight with both feet on the floor.) Mr. Metzer, I am so sorry to hear about your home fire. I can certainly understand how you might have missed the deadline (Said with a caring tone of voice). Although you did miss the deadline to return the item, I would be happy (smiling while talking) to talk with my supervisor to see if an exception can be made. I can't promise you a refund; however, 1 will try. Let me get back to you after I talk with my manager. (Speaking slowly and clearly.) 4. Respond to the questions below in short-answer essay format. Each short-answer essay must contain a minimum of 125 words. Review short-answer essay format information from Lesson 0. 5. You must include at least one reference to your textbook within your response. 6. Be sure to cite any sources you use in APA format as described in Lesson O with an in-text citation and reference. Case Study: Customer Service Observations a. How did the nonverbal communication in each conversation affect the customer experience? Explain your answer. b. How did each conversation demonstrate effective listening? c. Identify and explain two techniques you might use when dealing with an angry customer to resolve the situation. Why would you use these techniques? 1. Read the case study, which you will use to answer the questions in the box below. Case Study Background: You have been chosen as a finalist for a customer service position in a new company. One of the key aspects of the job is to demonstrate active listening skills while speaking with customers. In the final interview, you are asked to observe a customer service representative and share your observations. 2. Below are descriptions of how two different customer service representatives (Caris and Liam) responded to upset customers who called in because they had missed the deadline for returning products to the company. Read their reactions, and use them to answer the questions that follow. 3. In both conversations, the customer is requesting a full refund. However, both customers have missed the deadline to receive a refund. » Mrs. Donahue shared that she missed the deadline because her husband had a stroke and has been in the hospital for the past two weeks. She has been sleeping in the hospital, and her focus has been on her husband's care. • Mr. Metzer shared that he missed the deadline due to a home fire. His family needed to be temporarily relocated into a shelter. They just recently got back inta their own home. Liam's Conversation: (Slouching at his desk with his face resting on his hand) Mrs. Donahue, you need to calm down! (Raising his voice). When you express anger, I feel that you are being disrespectful, and it makes me frustrated. As I already stated, (covering his face and visibly upset) you missed the deadline for returning your item and are not eligible for a refund (sighing loudly). My job here is to help customers, and I wish I could help you - but there isn't anything I can do (Speaking quickly). Is there anything else I can help you with? Caris' Conversation: (Sitting up straight with both feet on the floor.) Mr. Metzer, I am so sorry to hear about your home fire. I can certainly understand how you might have missed the deadline (Said with a caring tone of voice). Although you did miss the deadline to return the item, I would be happy (smiling while talking) to talk with my supervisor to see if an exception can be made. I can't promise you a refund; however, 1 will try. Let me get back to you after I talk with my manager. (Speaking slowly and clearly.) 4. Respond to the questions below in short-answer essay format. Each short-answer essay must contain a minimum of 125 words. Review short-answer essay format information from Lesson 0. 5. You must include at least one reference to your textbook within your response. 6. Be sure to cite any sources you use in APA format as described in Lesson O with an in-text citation and reference. Case Study: Customer Service Observations a. How did the nonverbal communication in each conversation affect the customer experience? Explain your answer. b. How did each conversation demonstrate effective listening? c. Identify and explain two techniques you might use when dealing with an angry customer to resolve the situation. Why would you use these techniques?
Expert Answer:
Answer rating: 100% (QA)
Name Institution Class Date Customer Service Observations Customer Service Observations The nonverbal communication in each conversation affects the customer experience in its way Constructive communi... View the full answer
Related Book For
Posted Date:
Students also viewed these marketing questions
-
Read the case study which is about vision 0f UAE 2030 and discuss only one part in vision 2030 which is environmental inspiration After this, I need follow the same step to find I want the solution:...
-
To answer the questions in this exercise, you will need to download Dell, Inc.s 2005 Form 10-K at www.dell.com/downloads/global/corporate/sec/10k-fy05.pdf. You can view this document on your computer...
-
Read the case study The FBI given below and answer the following questions: What do you think were the real reasons why the VCF system failed? What were the points of alignment and misalignment...
-
For the Kelvin state as considered in Example 15.4, explicitly justify the displacement and stress results given in relations (15.2.8) and (15.2.10). Data from example 15.4 Equation 15.2.8 Equation...
-
When does a DBA use forward recovery? What are the forward recovery steps?
-
Determine the due date and the amount of interest due at maturity on the following notes dated in 2016: Date of Note Term of Note 120 days 30 days 45 days 90 days 90 days Face Amount Interest Rate...
-
An \(R L C\) circuit consists of a \(48 \Omega\) resistor, a \(200 \mu \mathrm{F}\) capacitor, and an inductor. The rms current is \(2.5 \mathrm{~A}\) when the circuit is connected to a \(120...
-
Olde Wine Corporation has 250,000 shares of $40 par common stock outstanding. On February 15, Olde Wine Corporation declared a 2% stock dividend to be issued May 2 to stockholders of record on March...
-
discuss the performance implications of indexing on constraint columns in PostgreSQL, including considerations for choosing appropriate index types, index maintenance overhead, and strategies for...
-
Construct a bond graph or Niggli formula to determine if it is possible for all anions to be equivalent in a structure of tetrahedrally coordinated cations and stoichiometry of C 2 A 3 ? Which...
-
A variable is sometimes thought of as a mathematical "John Doe" because you can use it as a placeholder when you want to talk about something but either, or (1) choose two answers to complete the...
-
A project with a life of 5 has an initial fixed asset investment of $24,360, an initial NWC investment of $2,320, and an annual OCF of $37,120. The fixed asset is fully depreciated over the life of...
-
A stock has an expected return of 12 percent, its beta is 1.25, and the risk-free rate is 4 percent. What must the expected return on the market be? (Do not round intermediate calculations. Enter...
-
How do signal transduction pathways, particularly those involving second messengers and protein kinases, orchestrate cellular responses to environmental stimuli, and what implications do these...
-
Moore Industries has agreed to be acquired by Scott Enterprises for $20,701 worth of Scott Enterprises stock. Scott Enterprises currently has 7,875 shares of stock outstanding at a price of $27.61 a...
-
Dudes Fashion, sells exclusive men's wear. The Dudes Fashion has supplied you with the following information. 2.1 The Debtors Collection Schedule for the period, 01 July to 31 August 2020. (10 marks)...
-
POI = E IQalble . Using the Grammar below, determine the following: EDE+E|EE| (E) | I ii. Grammar a = b +(c * a) Derive the expression a = b + (c* a) Expression to derive The formal definition of the...
-
On July 1, 2011, Flashlight Corporation sold equipment it had recently purchased to an unaffiliated company for $480,000. The equipment had a book value on Flashlights books of $390,000 and a...
-
Using the results of Exercise 3 and Exercise 8, write a statement reporting the outcome as it might appear in a published article. Data from exercise 8 Calculate a standardized effect size, Cohens d,...
-
Five exact p-values are shown below. 1. p = 0.534011 2. p = 0.352999 3. p = 0.000223 4. p = 0.005399 5. p = 0.081196 Select the approximate p-value that would most accurately describe each of these...
-
Select the approximate p-value for each of the following test results: a. p > .05 b. p < .05 c. p < .01 d. p < .001 1. One-tailed test, lower tail critical; df = 18; t = -1.857 2. Two-tailed test; df...
-
Go to http://management.about.com/lr/project_time_ management/174690/1/ and click on Project Management on the left side of the screen. When you consider several of the articles on time management in...
-
Go to www.infogoal.com/pmc/pmcart.htm and examine some of the archived articles and white papers on project planning and scheduling. Select one article and synthesize the main points. What are the...
-
Consider the following information that you have compiled regarding the steps needed to complete a project. You have identified all relevant steps and have made some determinations regarding...
Study smarter with the SolutionInn App