In the section below, you will find a short description of a customer service interaction that has gone poorly. As a Manager of this establishment, I would like for you to identify for me the following based on what you have learned from this years customer service course. Answers should be in Word Document format, and no longer than one page in length.

1. What was the core issue that led to the customer service complaint?

2. Whos responsibility was this lapse in effective customer service The employee, or the manager?

3. How would you go about fixing this situation?

4. What policies would you implement to ensure a situation like this does not occur again?

Dont you just hate it when you are talking to someone in a store or on a customer support call and the person says, Im sorry, thats not my department.? Well, heres an extreme example of that situation.

I was at a restaurant. My water glass was empty. There was a server walking by with a full pitcher of water. I asked him, Excuse me, can you please fill my water glass? He answered, Im sorry, youre not in my station.

What just happened? He had the pitcher of water. He was walking right by me. All he had to do was pour the water. But, because he was not my regular server, he made a choice not to take care of me. The problem is that regardless of the tables he was assigned to serve that night, he still represented the restaurant. And, he just tainted the experience for the rest of the evening.