Chapter 7 Customer Service and Effectivness

1.I feel that all customers are not the same. You should try to approach each one differently but, with the same respect.

2.knowing your customers is valuable. Try not to be pushy and try to be very understanding.

7.2

1.Overall, how satisfied were you with the product / service?

2.Would you recommend our product / service to colleagues or contacts within your industry?

3.Would you use our product / service in the future?

4.how often do you use this product or service?

5.what aspect of the product or service were you most satisfied with?

6.what do you like about the product or service?

7.what do you dislike about the product or service?

8.Thinking of similar products / services offered by other companies, how would you compare the product / service offered by our company?

9.what do you feel we could have done better?

10.do you have any ideas regarding our produc or service that would better suit your needs and make your life comfortable?

7.3

1.1. I would first apologize, pick the product up, ask what did the customer feel was wrong with the product, ask what could I do to to comfort them, or replace the item. If that doesn't work I would give them their money back apologize again and try to offer discount or etc.

2.I would smile,breathe, and stay humble why also remembering that the situation its not that deep. I would remain a customer service representative can handle the situation with ease

3.I would apologize and try to comfort the customer as well as going to get someone higher than me to help with the situation.

4.I would apologize for making the error, ask may I fix it. If that doesn't work I would smile and try to get the manager.

7.4

1.I would first ask him how is he today? I wouldn't go on 2 tried toremind him what we are here to do. I would didn't apologize for his bad day buddy had the day before, and ask him to keep in mind about his...