(If you prefer another project within chapter 5, then choose it and discuss.) Discuss a difficult customer situation or when you were a difficult customer.
2. I was able to empathize with the customer’s emotion because we he had already reported the problem which kept occurring so I understood exactly how he felt about the delayed time in resolving the issue.
3. Immediately upon hearing the customer’s complaint, I was able to empathize and I followed-through until the problem was completely solved. After the problem was solved, I followed-up with the customer.
4. The helpdesk could have informed the customer of what was going on in solving the problem. As the helpdesk manager, I should have followed up and through with the customer from the initially report of the problem to prevent the situation.
5. The conclusion drawn from the experience was defiantly something that has assisted me in ensuring the situation doesn’t occur again. I learned to keep the user informed of our efforts in solving the problem and always follow-up after the problem has been reported as solved.
I had just taken over as a new manager for Radio Shack at a small store that had a history of bad customer service and high theft. My first customer at the store after I'd gotten 2 hours of sleep from doing my take over inventory the night before was an angry customer. He'd bought an end of life RC car just before the holidays and now in January he was bringing it back because it wouldn't work. The toy model was almost 4 years old and my ability to order parts for it through Radio Shack was limited and I didn't even know what was causing his problem with the toy. However I did find that the customer had brought the toy in several months before all the parts were discontinued and the previous manager had done nothing about it. the customer was irate and wanted a refund however I was able to sugggest that since the car was the fastest car that radio shack had ever put out that maybe we could get it fixed through the repair center. I told him, "In fact sir, in good faith and to show my concern for you, I'm willing to split the cost of any parts and labor needed on the car with you. I'll also cover the initial estimate deposit for you." The customer who had been yelling and spraying spittle for 20 minutes telling me how bad a manager I was stopped talking for a few minutes and said, "That other gal that was manager here didn't care about me. I got this for my grandson and, you know, I just want it to work for him. You'll really split the cost with me?" I told him, "Yes sir. Actually, if its under $50 I'll just have the store cover the cost. Its not fair to you that the previous manager didnt' have concern for the item you purchased here, but you are MY customer now and I take care of my customers." The angry customer came back became a regular customer coming back to me specifically to get presents for each of his 14 grandchildren's birthdays, and spent almost $4000 at my store for holiday gifts once it was christmas shopping season.
I'm posting another comment because I unintentially posted my Chapter 5 Project 5-3 in this blog. I opened a new account with vonage. The customer service rep told me as soon as the device comes in, call back to get the accounts merged into one. The device came in on a Friday afternoon. I excitedly called the customer service desk to get my acccounts merged but I was told they were already closed and wouldn't open until Tuesday. On tuesday, I called to be told that a trouble call would have to put in to the technical dpt to merge the account which would take 24hrs. They would follow-up with me to ensure everything went okay. Well due to my time consuming tasks I forgot to check the next day. I let a week go by then checked the phone which wasn't working. I called the customer service desk back to be told the exact samething. This happened for about three days straight. On the fourth day, I was an irate customer. I was still told the same thing that It would take 24hrs to complete. So i asked that my account be cancelled. thats when they finally decided to merge my account.
3 comments:
1. The customer was frustrated
2. I was able to empathize with the customer’s emotion because we he had already reported the problem which kept occurring so I understood exactly how he felt about the delayed time in resolving the issue.
3. Immediately upon hearing the customer’s complaint, I was able to empathize and I followed-through until the problem was completely solved. After the problem was solved, I followed-up with the customer.
4. The helpdesk could have informed the customer of what was going on in solving the problem. As the helpdesk manager, I should have followed up and through with the customer from the initially report of the problem to prevent the situation.
5. The conclusion drawn from the experience was defiantly something that has assisted me in ensuring the situation doesn’t occur again. I learned to keep the user informed of our efforts in solving the problem and always follow-up after the problem has been reported as solved.
I had just taken over as a new manager for Radio Shack at a small store that had a history of bad customer service and high theft. My first customer at the store after I'd gotten 2 hours of sleep from doing my take over inventory the night before was an angry customer. He'd bought an end of life RC car just before the holidays and now in January he was bringing it back because it wouldn't work. The toy model was almost 4 years old and my ability to order parts for it through Radio Shack was limited and I didn't even know what was causing his problem with the toy. However I did find that the customer had brought the toy in several months before all the parts were discontinued and the previous manager had done nothing about it. the customer was irate and wanted a refund however I was able to sugggest that since the car was the fastest car that radio shack had ever put out that maybe we could get it fixed through the repair center. I told him, "In fact sir, in good faith and to show my concern for you, I'm willing to split the cost of any parts and labor needed on the car with you. I'll also cover the initial estimate deposit for you." The customer who had been yelling and spraying spittle for 20 minutes telling me how bad a manager I was stopped talking for a few minutes and said, "That other gal that was manager here didn't care about me. I got this for my grandson and, you know, I just want it to work for him. You'll really split the cost with me?" I told him, "Yes sir. Actually, if its under $50 I'll just have the store cover the cost. Its not fair to you that the previous manager didnt' have concern for the item you purchased here, but you are MY customer now and I take care of my customers." The angry customer came back became a regular customer coming back to me specifically to get presents for each of his 14 grandchildren's birthdays, and spent almost $4000 at my store for holiday gifts once it was christmas shopping season.
I'm posting another comment because I unintentially posted my Chapter 5 Project 5-3 in this blog.
I opened a new account with vonage. The customer service rep told me as soon as the device comes in, call back to get the accounts merged into one.
The device came in on a Friday afternoon. I excitedly called the customer service desk to get my acccounts merged but I was told they were already closed and wouldn't open until Tuesday. On tuesday, I called to be told that a trouble call would have to put in to the technical dpt to merge the account which would take 24hrs. They would follow-up with me to ensure everything went okay. Well due to my time consuming tasks I forgot to check the next day. I let a week go by then checked the phone which wasn't working. I called the customer service desk back to be told the exact samething. This happened for about three days straight. On the fourth day, I was an irate customer. I was still told the same thing that It would take 24hrs to complete. So i asked that my account be cancelled. thats when they finally decided to merge my account.
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