ChristinaDrumm.OST28940Ch6CustomerServiceCall

ChristinaDrumm.OST28940Ch6CustomerServiceCall - Christina...

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Christina Drumm OST 28940 Chapter 6-Customer Service Call 10/2/15 1. What did Roberto, the customer service representative, do correctly? He remained calm and said yes to the customer when she asked “Can you just get it from Sasha?” He also offered her a loaner or a trade in it her was not working correctly and needed to get sent off to get fixed. 2.What could he have done better? Give examples.He should have started out by asking questions and asking the information from the customer
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Unformatted text preview: on ±he beginning of ±he call. He should no± have questoned her abou± “Are you sure you need service?” 3. Wha± could ±he cus±omer have done diFeren± ±o make ±he experience more positve? She could have remained calm when Rober±o was asking so many questons ins±ead of ge´ng a li³le frus±ra±ed. She could have s±ar±ed ou± by saying she called and spoke ±o Sasha a few days ago....
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  • Fall '15
  • Customer Service Representative, Chapter 6-Customer Service

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