An Interview with a Customer Service Provider

An Interview with a Customer Service Provider

AnInterview with a Customer Service Provider

AnInterview with a Customer Service Provider

PartA

Organization’sname: Shushi Fanatics

Nameof the interviewee: Mr. Leo

Dateand time of interview: September 27, 2015

Describea typical customer:

Iwould describe a typical customer as a person who buys our productsfor the first time or for more than one time. This means that typicalcustomers, according to me, do not have to be loyal or known by theowner of the business.

Describean ideal customer:

Ibelieve that an ideal customer is the one who have three majorcharacteristics. First, an ideal customer feels fully satisfied withthe services offered by the vendor. Secondly, an ideal customer buysgoods from the vendor with full knowledge of the fact that thosegoods will satisfy his or her needs. Third, I believe that idealcustomers buy goods or services from the vendor because they feelthat those goods are perfectly designed to suit their demographiccharacteristics, including the age group and culture and they canaccess within their convenient location and time.

Describea difficult customer:

Iwould describe difficult customers as those with whom employees findit difficult to understand exactly what they want, always complainwithout a reason, and quarrel not just with employees, but also withthe rest of the customers. In stronger terms, difficult customers areangry, intimidating, demanding, impatient, and indecisive. From mydescription, difficult customers are not only those who conflict withother people, but being indecisive and unable to clarify what type ofservices that one wants give employees a hard time.

Howdo you handle a difficult customer?

Iuse three major tips to deal with my difficult customers. First, Igive them time to communicate their feelings while I control myemotions. This is because I always assume that customers cannotcomplain without a reason, and where there seems to be none I try toadjust my services to ensure that they are consistent with theviewpoints of customers. Secondly, I always try to show all customers(including the difficult ones that I care and I am concerned abouttheir feelings. Lastly, I try solving the problem raised by thecustomer as soon as I can or call for help from other employees ormanagers when the challenge goes beyond my scope.

Whatis the best experience you have had providing customer services?

Ipride myself in having the patience to wait for indecisive customersselecting their products of choice at their own pace. In one of mybest experiences about two months ago, an African customers who hadnot paid transacted with us called wanting to know the range ofproducts we deal with. I took him through our list of productsexplaining each product in detail over the phone. This helped himsettle for a few products that he needed at the moment andfamiliarize with our firm. Three weeks later the same customer cameback with four of his friends. The man asked to see me so that Icould explain to his friends about the products and said that he waswilling to wait until my boss could relieve me of other tasks. Thisgave me the confidence and a confirmation that I had satisfied hisneeds the last time he called and visited our premises, which markedmy best experience at the company.

Whatis the worst experience you’ve had providing customers services?

Myworst experience occurred about four months ago when I communicatedwith the most aggressive customer in my history as a customer serviceemployee. The customer was a middle-aged woman, whom I believe was aKorean. The customer called wanting to know all our products andtheir respective prices. Unfortunately, our price list was not nearand I requested the caller to hold on while I go for the list.Instead of holding the call, the customer shouted “What is wrong inyour head, how do you expect me to wait when there are many moreefficient firms that are willing to serve customers?” I noticedthat the customer was impatient. She spoilt my day and I have neverforgotten that moment to-date.

Haveyou been trained to deal with Customer? If yes, how long was thetraining and what type of training did you receive?

Tobe honest, I have never received a formal training on how to dealwith customers. I was only instructed by my employer to give the bestto customers, but the term “was never defined”.

Ifyou have not been trained to deal with customers, do you feel thatthis type of training would help you to provide better customerservice? Why or why not?

Ibelieve a formal training on how to deal with customers can help meenhance the quality of services I offer to my customers. This isbecause training will equip me with the skills I need to servedifferent customers, who come with different needs, moods, andattitudes. With the proper skills, I will be able to satisfy allcustomers irrespective of their differences.

Areyou empowered to make decisions?

Ido not feel empowered to make decisions because all prices are fixedand my interaction with customers is highly regulated.

PartB

Indicatorsof quality customer service

Thereare three factors indicating that Leo provided quality customerservice. First, the service provider was patient with all clients,which helped them express their views (Print Wand, 2015). Secondly,the ability of the service provider to control emotions when dealingwith a difficult customer is an indication of willingness to listenand respond to complaints. Third, the decision of the customerservice provider to ask for the intervention of the management whendealing with a difficult customer indicates the organizations believein teamwork.

Recommendationsto enhance the level of customer service

Thereare two recommendations that can help the organization in enhancingthe quality. First, the management should encourage feedback withincentives, which means that the number of complaints raised bycustomers should be seen as the opportunity to assess employeecompetence (Print Wand, 2015). The customer service provider shouldbe rewarded for any reduction in the number of complaints. Secondly,the management should be proactive and train the customer serviceprovider on how to deal with customers with different personalitiesand behaviors. Training equips employees with the skills they need tooffer quality services.

Recommendationsto enhance the quality of relationship with customers

Thereare two recommendations that can help Shushi Fanatics in enhancingits relationship with customers. First, the organization shoulddevelop a strategy to track the behavior of customers throughout theproduct sales cycle. This will help the organization understand andremain sensitive to the needs of customers (Schiff, 2014). Secondly,Shushi Fanatics should train all employees who come into contact withcustomers on effective communication skills.

References

PrintWand (2015). How to improve the quality of your customer service.PrintWand.Retrieved September 27, 2015, fromhttp://www.printwand.com/blog/how-to-improve-the-quality-of-your-customer-service

Schiff,J. (2014, May 19). Nine ways to improve your company’s CRM system.CXOMedia Inc.Retrieved September 27, 2015, fromhttp://www.cio.com/article/2376209/enterprise-software/9-ways-to-improve-your-company-s-crm-system.html