PLEASE ANSWER THE QUESTIONS 1-3 from the provided material below

A customer comes into your office at the City of Regina Water and Sewer on Tuesday following a 3 day weekend. She has a toddler and a 5 year old daughter with her and is very upset. She is cursing and screaming that on the previous Thursday another employee promised that her water, which was turned off due to 2 month bill payment delinquency, would be turned back on Friday afternoon. It was not. She states that she and her 2 infant children had no water or bathroom to use all weekend.

You know that no turn-offs/turn-ons are routinely scheduled for Fridays since maintenance staff members have mandatory in-service training every Friday afternoon. In checking your database, you find that she had promised to come in last Wednesday to make a payment towards the delinquent bill, but never showed up. You also see she has a history of nonpayment.

1. Open ended questions (provided below): What open ended questions would you ask the lady to help learn about and resolve the situation? (think of 3)

2. Closed ended questions (provided below): What closed ended questions would you ask to help learn about and resolve the situation? (think of 3)

3. How would you solve this situation? What would be your outcome?

REFERENCE MATERIAL: PLEASE ANSWER THE ABOVE QUESTIONS FROM THE PROVIDED MATERIAL BELOW.!!!!!

A. Open-End Questions

This type of questioning follows the time-tested approach of the five Ws and one H used by journalists, who ask questions that help determine who, what, when, where, why, and how about a given situation.

Open-end questions establish a number of facts and are used to seek substantial amounts of information and encourage dialogue.

1. Identify Customer Needs

By asking questions, one can help determine customer needs and what he or she wants or expects.

This is a crucial task because some customers are either unsure of what they need or want or do not adequately express their needs or wants.

2. Gather a Lot of Information

Open-end questions are helpful when service providers are just beginning a customer relationship and arent sure what the customer has in mind or whats important.

By uncovering more details, service providers can better serve their customers.

3. Uncover Background Data

When a customer calls to complain about a problem, often he or she has already taken unsuccessful steps to solve it.

In such cases, it is important to find out the background information about the customer or situation.

4. Uncover Objections during a Sale

During sales or cross-selling or upselling products or services to current customers, service representatives will likely encounter objections.

The reasons for a customer not wanting or needing a product and/or service can be identified through the use of open-end questions.

5. Give the Customer an Opportunity to Speak

Although it is important to control the conversation in order to save time and thus allow one to serve more customers, sometimes service providers may want to give the customer an opportunity to talk.

This is crucial if the customer is upset or dissatisfied about something.

6. Examples of Open-End Questions

What suggestions for improving our complaint-handling process should I present to my supervisor?

Why is this feature so important to you?

How has the printer been malfunctioning, Jim?

What is the main use of this product?

What are some of the common symptoms that you have been experiencing?

B. Closed-End Questions

Closed-end questions start with verbs such as do, did, are, and will; elicit short, one-syllable responses; and gain little new information.

Closed-end questions can be used for verifying information, closing an order, gaining agreement, and clarifying information.

1. Verifying Information

Closed-end questions are a quick way to check information already shared or agreements made.

Using them reinforces that the service provider is listening and also helps prevent him or her from making mistakes because he or she misinterpreted or misunderstood information.

2. Closing an Order

Once service providers have discovered the needs and presented the benefits and features of their product and service, they need to ask for a buying decision.

This brings closure to the discussion.

3. Gaining Agreement

When there has been ongoing dialogue and closure or commitment is needed, closed-end questions can often bring about that result.

4. Clarifying Information

Closed-end questions can help ensure that the service provider has correct details and thus help prevent future misunderstandings or mistakes.

They also help save time and reduce the number of complaints and/or product returns service providers will have to deal with later.

5. Examples of Closed-End Questions

Do you agree that we should begin right away? (obtaining agreement).

Mrs. Leonard, did you say this was your first visit to our restaurant? (verifying understanding).

Mr. Morris, did you say you normally travel three or four times a month and have been doing so for the past 10 years? (verifying facts).

Is the pain in your tooth constant or just periodic?(gathering information).

So, shall I wrap these items for you so that you can make that appointment you mentioned, Mr. Carroll? (closing an order).