Throughout this week, you will learn how to respond appropriately and in a positive manner verbally, non-verbally and through listening attentively to increase the likelihood of meeting customer satisfaction and increase customer loyalty. This is important to an organization to expedite the service experience of customers (internal and external).
Before you begin, be sure to review the following resources:
Communication Breakdowns in Customer Service
The Important Things Customers do not Say
Taking Time to Listen to the Customer
Discussion Topic
Communication Breakdowns in Customer Service
Video Synopsis: A distracted restaurant server encounters challenges while interacting with an external customer.
Characters: Jane (server); Brian (supervisor); Mrs. Marks (external customer); Fellow employee.
Once you have reviewed the short video draft an initial response to the questions below and then return to this discussion again later in the week to participate actively in this discussion. Discussion responses should be from the perspective of a customer service representative. Remember to use your textbook and other academic resources to justify your responses.
Discussion Questions
From a customer service perspective what did Jane do well when dealing with her customers?
From a customer service perspective, what could Jane have done differently when dealing with her customers?
The Important Things Customers do not Say
Video Synopsis: A distracted office worker loses customer focus when dealing with an external customer.
Characters: Joe (office worker); Mrs. Vogel (external customer).
Once you have reviewed the short video draft an initial response to the questions below and then return to this discussion again later in the week to participate actively in this discussion. Discussion responses should be from the perspective of a customer service representative. Remember to use your textbook and other academic resources to justify your responses.
Discussion Questions
From a customer service perspective, what did Joe do well when dealing with Mrs. Vogel?
From a customer service perspective, what could Joe have done differently when dealing with Mrs. Vogel?
Taking Time to Listen to the Customer
Video Synopsis: A food service professional interacts with a customer in a noisy restaurant.
Characters: Jane (server); Mrs. Marks (external customer).
Once you have reviewed the short video draft an initial response to the questions below and then return to this discussion again later in the week to participate actively in this discussion. Discussion responses should be from the perspective of a customer service representative. Remember to use your textbook and other academic resources to justify your responses.
Discussion Questions
From a customer service perspective, what did Jane do well when dealing with her customers?
From a customer service perspective, what could Jane have done differently when dealing with her customers?
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