Investigating Customer Service.
Introduction
In this assignment I will be demonstrating customer service in different situations, using appropriate
behaviors to meet expectations. I will be reviewing own customer service skills, identifying gaps where
improvements could be made. Then I will be present a clear and effective development plan for my own
customer service skills. For the last part I will be assess how the development plan has improved the
performance of customer service skills.
P4. Demonstrate communication and interpersonal skills appropriate to meet
customers' needs in different situations
The process of keeping customers pleased is typically a question of doing something so that
buyers are completely fulfilled with their order. Consumer precaution should be taken before
an order is made by the client or when it is distributed, but it may occur afterwards. Most
citizens prefer to interact with their problems and concerns on their own, utilizing in-person
services, phone networks or other self-service techniques rather than using email or social
networking.
Bad customer service example:
CS. Hi, Tesco Customer service
C: Hello, how are you doing? Could you just tell me if that...I purchased some chicken breast from your
shop and could you tell me if...
CS: (Talks to someone else)
C: I didn't actually catch it.
CS: Did you say anything?
C: Like I was stating, the chicken had expired, so I was hoping there could be a way to convert my item
CS: What am I waiting for? What exactly do you mean? Exchange what?
C: As I've said before, it was a small error, so I'd like to change for a newer product
, CS: It's not the company's concern if you didn't read the expiration date
C: thus, it could never have been on offer if it is now no longer accessible
CS: It's not my concern, but if you feel comfortable, feel free to mention your product to anyone else in
the store
C: yes, I understand, but it would be more effecti...
CS: (Hangs up the phone)
This is how bad customer service is provided within the retail shop Tesco.
As we can see the customer (C) had an issue with its product which he bought from Tesco. He decided to
call the customer service (CS) in order to solve his issue. However, the customer service wasn’t provided
in a professional way as it should be. The customer service didn’t greet the customer well, they didn’t
pay any attention to what the customer had to say, instead the spoke to a colleague. Also, the customer
was very friendly and asked if he could change his expired product to a newer one. In that case the
customer service should be doing anything they could to solve the issue and not tell them to go to
someone else. As it will lead to further issue for another worker within the store and can create a bigger
issue. Lastly the customer service should never hang up the phone on a customer if they haven't said
bye or thanked them for calling Tesco customer service.
Good customer service example
CS: Hi, welcome to our customer support, my name is a James, and how can I help you?
C: Umm... Hey, I was only curious how... I unintentionally purchased a slice of chicken breast and it had
expired, and I was asking if there is any chance for some swap for a fresher food anyway.
CS: yes, I understand, so you're asking me that you purchased an item accidentally and would like to
adjust it because the other one has expired, right?
C: Yeah, yes!
CS: Don't worry, I understand what the issue is, did you purchase this from the online store?
C: yeah, yes, yes, I did it from your web.
CS: All right, that's all correct. May I have your customer reference number and your order tracking
number?
C: Yes sure, bare with me.
CS: Yes, no problem.
Introduction
In this assignment I will be demonstrating customer service in different situations, using appropriate
behaviors to meet expectations. I will be reviewing own customer service skills, identifying gaps where
improvements could be made. Then I will be present a clear and effective development plan for my own
customer service skills. For the last part I will be assess how the development plan has improved the
performance of customer service skills.
P4. Demonstrate communication and interpersonal skills appropriate to meet
customers' needs in different situations
The process of keeping customers pleased is typically a question of doing something so that
buyers are completely fulfilled with their order. Consumer precaution should be taken before
an order is made by the client or when it is distributed, but it may occur afterwards. Most
citizens prefer to interact with their problems and concerns on their own, utilizing in-person
services, phone networks or other self-service techniques rather than using email or social
networking.
Bad customer service example:
CS. Hi, Tesco Customer service
C: Hello, how are you doing? Could you just tell me if that...I purchased some chicken breast from your
shop and could you tell me if...
CS: (Talks to someone else)
C: I didn't actually catch it.
CS: Did you say anything?
C: Like I was stating, the chicken had expired, so I was hoping there could be a way to convert my item
CS: What am I waiting for? What exactly do you mean? Exchange what?
C: As I've said before, it was a small error, so I'd like to change for a newer product
, CS: It's not the company's concern if you didn't read the expiration date
C: thus, it could never have been on offer if it is now no longer accessible
CS: It's not my concern, but if you feel comfortable, feel free to mention your product to anyone else in
the store
C: yes, I understand, but it would be more effecti...
CS: (Hangs up the phone)
This is how bad customer service is provided within the retail shop Tesco.
As we can see the customer (C) had an issue with its product which he bought from Tesco. He decided to
call the customer service (CS) in order to solve his issue. However, the customer service wasn’t provided
in a professional way as it should be. The customer service didn’t greet the customer well, they didn’t
pay any attention to what the customer had to say, instead the spoke to a colleague. Also, the customer
was very friendly and asked if he could change his expired product to a newer one. In that case the
customer service should be doing anything they could to solve the issue and not tell them to go to
someone else. As it will lead to further issue for another worker within the store and can create a bigger
issue. Lastly the customer service should never hang up the phone on a customer if they haven't said
bye or thanked them for calling Tesco customer service.
Good customer service example
CS: Hi, welcome to our customer support, my name is a James, and how can I help you?
C: Umm... Hey, I was only curious how... I unintentionally purchased a slice of chicken breast and it had
expired, and I was asking if there is any chance for some swap for a fresher food anyway.
CS: yes, I understand, so you're asking me that you purchased an item accidentally and would like to
adjust it because the other one has expired, right?
C: Yeah, yes!
CS: Don't worry, I understand what the issue is, did you purchase this from the online store?
C: yeah, yes, yes, I did it from your web.
CS: All right, that's all correct. May I have your customer reference number and your order tracking
number?
C: Yes sure, bare with me.
CS: Yes, no problem.
