Understand the concepts and practices underpinning customer service delivery / Understand the relationship between customer service and a brand
Table of Contents
Case Study
James takes a call from a customer who is fairly irate as he has been expecting a phone call telling him a product he is waiting some time for, is now in stock and will be delivered.
James informs the customer that he knows nothing about the issue, and it is not his fault no one has contacted him about it. At this point the customer got more annoyed and told James that he wanted to speak to someone in a position of responsibility and would not be using the company again. James then put the call through to his manager.
- Do you think the situation could have been handled in a more appropriate manner?
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What do you think James should have done?
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What would your recommendations be for James to help him be more efficient?
It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your tutor.