You practiced with CSR skills in the Learning Activity and Discussion and now will use those same skills to improve a customer interaction. Listen to the podcast of the following encounter between a customer and a Customer Service Representative (CSR) in a retail store. In this Assignment, you should focus in on what is communicated both verbally and non-verbally including intonation and the communicated attitude. Then write an essay analyzing this customer encounter addressing all of the checklist items.
Listen to the Podcast: http://extmedia.kaplan.edu/business/Media/AB221/AB221_1503B/podcast/AB221_podcast.html
After reviewing the podcast, write an essay analyzing the scenario and addressing the entire checklist items below in a minimum of 2 pages [500 words] plus title and reference page using APA format and citation style. Indicate the issues with the customer and the CSR in this podcast scenario.
Specifically address the following items in your analysis:
Checklist:
- Write an essay thoroughly analyzing the problems involved in this in-person encounter between the CSR and the customer.
- Analyze and explain what the CSR did wrong and what they should have done. Use the CSR skills list (below)* to address the situation.
- Discuss what you would do if you were the CSR’s supervisor to ensure that this situation did not happen again.
- Include one–two short quotes from either your textbook or a scholarly journal article from KU Online Library located in the home area of your course, to support your viewpoint. Make sure your citation(s) have an accompanying APA reference on the reference page.
- Use complete sentences in Standard American English, with correct grammar and spelling. Ensure that your analysis is logical, well-ordered, and insightful with each paragraph consisting of at least 3 – 4 sentences. Use APA format and citation style and respond in a minimum of 2 pages (i.e. 500 words) with an additional title and reference page.
* Stellar Customer Service Skills mentioned above:
Know Your Target Customer:Personalize the service. Address the customer by name if possible and take on their problem as your own. Ask for a number in case you are disconnected. If they sound like they are in a rush, ask if it would be better if you call them back in a few minutes or perhaps on another phone. Find out who the end user will be.
Listening:Active listening occurs when the CSR does not interrupt or finish the customers’ sentences but instead asks for corroboration when the customer has finished speaking.
Ex: CSR: Let me see if I understand you correctly. You said you are frustrated because the product you in fact ordered was not the same product that arrived? Is that correct?
