Critical Assignment On The Experience Of A Customer Service Experience

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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

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