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EN

   Throughout this week, you will learn how to respond  appropriately

  

Throughout this week, you will learn how to respond  appropriately and in a positive manner verbally, non-verbally and  through listening attentively to increase the likelihood of meeting  customer satisfaction and increase customer loyalty. This is important  to an organization to expedite the service experience of customers  (internal and external).

Before you begin, be sure to review the following resources:

 

Discussion Topic

Communication Breakdowns in Customer Service 

Video Synopsis: A distracted restaurant server encounters challenges while interacting with an external customer. 

Characters: Jane (server); Brian (supervisor); Mrs. Marks (external customer); Fellow employee.

Once you have reviewed the short video draft an initial response to  the questions below and then return to this discussion again later in  the week to participate actively in this discussion. Discussion  responses should be from the perspective of a customer service  representative. Remember to use your textbook and other academic  resources to justify your responses.

Discussion Questions

  1. From a customer service perspective what did Jane do well when dealing with her customers?
  2. From a customer service perspective, what could Jane have done differently when dealing with her customers?

The Important Things Customers do not Say 

Video Synopsis: A distracted office worker loses customer focus when dealing with an external customer.

Characters: Joe (office worker); Mrs. Vogel (external customer).

Once you have reviewed the short video draft an initial response to  the questions below and then return to this discussion again later in  the week to participate actively in this discussion. Discussion  responses should be from the perspective of a customer service  representative. Remember to use your textbook and other academic  resources to justify your responses.   

Discussion Questions

  1. From a customer service perspective, what did Joe do well when dealing with Mrs. Vogel? 
  2. From a customer service perspective, what could Joe have done differently when dealing with Mrs. Vogel?

Taking Time to Listen to the Customer

Video Synopsis: A food service professional interacts with a customer in a noisy restaurant. 

Characters: Jane (server); Mrs. Marks (external customer).

Once you have reviewed the short video draft an initial response to  the questions below and then return to this discussion again later in  the week to participate actively in this discussion. Discussion  responses should be from the perspective of a customer service  representative. Remember to use your textbook and other academic  resources to justify your responses.   

Discussion Questions

  1. From a customer service perspective, what did Jane do well when dealing with her customers?
  2. From a customer service perspective, what could Jane have done differently when dealing with her customers?

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