Critical Assignment On The Experience Of A Customer Service Experience

848 Words2 Pages
bulb-icon

Recommended: Essays on quality customer service0

INDIVIDUAL ASSIGNMENT- Customer Service is a process which is given to a customer after or before sales. It plays an important role in organisation’s goodwill and some other factors. So moving on to the experience of a customer service which I found, was quite bad and not worth anything. BAD CUSTOMER SERVICE EXPERIENCE I am going to talk about a really bad customer service that I have experienced when I was phoning to customer call centre. Last month, I was browsing for online shopping and wondering if there’s any good options to buy a piece of winter clothing for myself. It didn’t took so long and bought a leather jacket. Quickly ordered and received within two weeks but a wrong thing happened. They have sent a bigger size then I’ve ordered. So I have to call to …show more content…

Using positive language saves time and affect the customer. During the transaction, I haven’t found any positive language from the starting. The first rep was not so comprehensive along with that, not polite too. This type of conversations make such a bad impact. TIME MANAGEMENT SKILL: Staff members are not supposed to give a long speech on one topic as customers don’t want to waste their time by listening irrelevant information. I have listened a speech on how the policies work which was so irrelevant. The strategy like “customer is the boss” should be followed to serve quality service. (BUS 509: MANAGE QUALITY CUSTOMER SERVICE, 2015) PRODUCT/SERVICE KNOWLEDGE: This is must having skill because if a rep don’t have proper knowledge about the product or service or even about the policies to be followed on certain times, then he/she can get into a real trouble. The senior rep give me refund when I asked for. He then looked and then agreed but didn’t give me any option and convinced to make another purchase. This was so time wasting. DIFFERNCE MADE BY BAD

Show More
Related

  • Thorpe Park Customer Service Essay

    3500 Words  | 7 Pages

    Thorpe Park's Customer Service Effectual customer service is or should be a fundamental aspect of any organisation that has an objective of success. It is through this process that an organisation can fully understand its customers and ensuring that it is responding correctly to customer needs and demands which are vital if the organisation is to gain competitive advantage. In 1991, freematle quotes: “Customer service is the final test. You can get everything else right in terms of product, price and marketing but unless you complete the process with incredibly good customer service, you run the risk of loosing business or even going out of business”.

    Read More

  • Walkers Shortbread Case Study

    1548 Words  | 4 Pages

    According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d).

    Read More

  • Customer Service Within Sainsbury's Supermarkets

    1784 Words  | 4 Pages

    Customer Service Within Sainsbury's Supermarkets Introduction The aim of this report is to look at the different methods used by research companies to measure customer service and show how they work and how affective they are. The report will then use a questionnaire along with the support of Sainsbury' s Bridgmead store to see how their customer service is rated by their regular customers. The different methods of measuring customer service Customer satisfaction is the extent to which the requirements of the customer are met by the supermarkets and shops. A service is considered satisfactory if it fulfils the needs and expectations of the customer(s), whether the customer is the general public or another business.

    Read More

  • Customer Service

    340 Words  | 1 Pages

    The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.

    Read More

  • Comparing HEB And Wal Mart

    1019 Words  | 3 Pages

    First, when shopping, a big factor that will impact a customer 's experience is the customer service. Whether it’s from a simple “hello”, or an employee going out

    Read More

  • Pharmacy Technician

    446 Words  | 1 Pages

    When i started here i thought that customer service was purely an employee doing their best to satisfy a customers needs and wants. Now that i am a little over half way through this part of my schooling, i have come to realize that customer service is so much more than just providing the service nesseccary to move the customer along. Communication, building rapport, and giving feedback are just a few of the things that have changed the way i see customer service forever. It is imperrative that you communicate thorough eye contact, body language and vocal

    Read More

  • The Effectiveness of Customer Service in ASDA

    661 Words  | 2 Pages

    As you can see from the points above it is vital to give good customer

    Read More

  • Customer Service Case Study

    1457 Words  | 3 Pages

    Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.

    Read More

  • Customer Service Recovery

    882 Words  | 2 Pages

    In summary, as a customer representative, I have been in unpleasant situations that have required me to calm irate customers. I’ve discovered first hand, that an apology is worth a thousand words; from experience, I understand the impact of being a great listener, especially when dealing with irate customers. However, we know that providing great customer service doesn’t end with apologizing, or being a tentative listener. It is our duty as CSR’s to go above and beyond providing customer satisfaction. We must show our customers that we value and appreciate their services, by providing them with the value of service they will appreciate. In the process we will gain loyal customers, prevent customer defections and generate free advertising by word-of mouth.

    Read More

  • Collier's Five Components Of Customer Service

    935 Words  | 2 Pages

    a) Good customer service is a critical component of a quality product. Collier (2011) states that service needs to be consistent, continuous, thoughtful and available. These are crucial in meeting and exceeding customer expectations. Collier also continues on to state that staff providing customer service must have appropriate skills, knowledge and personal attributes to execute a high standard of service. These skills have been identified by Collier as listening skills, punctuality, courtesy, integrity and grooming. The skills and qualities identified are reflected by the five key components of customer service tangibles, reliability, responsiveness, assurance and empathy. The five components have been provided by the SERVQUAL service measuring

    Read More

  • Disney Case Study: Walt Disney And Hong Kong

    1497 Words  | 3 Pages

    To cater to customer needs. To keep in mind the complications that arises in different situations and handling it. Teamwork and proper service, internal strategy and proper communication.

    Read More

  • Dealing with Difficult Customers

    722 Words  | 2 Pages

    Listening is one of the most important steps with dealing with a difficult customer. By listening your can gain a better understanding of the situation and how to solve the issue. It’s important to let the customer voice their complaint and feel that the company takes each and every ...

    Read More

  • Reflection Paper On Customer Service

    1049 Words  | 3 Pages

    I am a customer service representative at a health company funded by the state. I hear a lot and a lot is expected from me. My job description consists of talking to members over the phone. I explain about their benefits, services that we offer, obtain personal information, I verify authorization, look for provider and etc. With being the first point of contact I try hard to deliver the best customer service that I possibly can; so that I can show that I really cares about the members. The three core values that help me work with my customers are respect, honesty, determination, these three values has shaped me into the young lady that I am today, but most importantly they help me provide great customer services.

    Read More

  • Essay On Customer Service Agents

    1308 Words  | 3 Pages

    In most careers today, human interaction plays a key role in day to day work. Usually, people work with other people in their line of work. Even one man jobs deal with people at one time or another. In a lot of careers, people are helping other people. Sometimes, it’s hard to help someone when you don’t fully understand how to deal with what they are feeling or going through. That’s why when people are taking the path to many careers through college, they often end up having to take a psychology class of some sort. Psychology helps us better understand people’s emotions and actions. It can help people study others personalities and behaviors and come up with theories or hypotheses. Taking psychology can benefit almost every career out

    Read More

  • Importance Of Moment Of Truth In Marketing

    1797 Words  | 4 Pages

    Consumers are concerned not only about a product breaking down but also about the time before service is restored, the timeliness with which service appointments are kept, the nature of dealings with service personnel, and the frequency with which service calls or repairs fail to correct outstanding problems. In those cases where problems are not immediately resolved and complaints are filed, a company’s complaint-handling procedures are also likely to affect customers’ ultimate evaluation of product and service quality.

    Read More

More about Critical Assignment On The Experience Of A Customer Service Experience

Open Document