Exercising Judgement to Resolve Customer Service Issues

Exercising Judgement to Resolve Customer Service Issues

Assessment Task One: Activity Two

Open Ended

What are examples of poor (bad) customer service with customer complaints?

Poor (bad) Customer Service for customer complaints includes:

• Not acknowledging the complaint

• Not listening thoroughly to the customer

• Not understanding the reasons for the complaint

• Poor attitude from employees handling the complaint

• Lack of communication throughout the complaints process

• The process and resolution taking longer than the customer expects

Poor (bad) Customer Service for customer complaints includes:

• Not explaining the process and the reason for any decisions made

• Resolution and/or process inconsistent

• Discrimination

• Not considering the needs/feelings of the customer

• No apology

• No gratitude for bringing the issue to the attention of the organisation

• Not making any improvements or adjustments

Open Ended

What happens to the company if they give poor (bad) customer service? e.g. What are the implications?

Implications when giving poor (bad) customer service when dealing with complaints:

• Poor customer service is likely to lead to a lack of trust, satisfaction and loyalty from the customer

• Not only is the organisation likely to lose the custom of this particular client, the bad publicity generated by word of mouth may lead to further loss in trade and profits.

  
  

Open Ended

How can business recover positively from customer complaints?

Businesses can recover positively from customer complaints by:

• Giving “just” (fair) resolutions

• Understanding good customer service leads to improved customer loyalty, trust and satisfaction

• Understanding solutions generate positive word of mouth publicity and improves the public perception of the organisation

• Understanding positive solutions improves custom and sales