Interview with Cathy, a Customer Service Provider, and the Interview Report

Interview with Cathy, a Customer Service Provider, and the Interview Report

Interviewwith Cathy, a Customer Service Provider, and the Interview Report

Interviewwith Cathy, a Customer Service Provider, and the Interview Report

Anorganization’s reputation is only as good as the kind of customerservice it offers. Please your customer and your clientele base swellwith neighbors and relatives that catch wind of your qualityrepresentatives. On the other hand, upset one and be ready fordisaster. “Experiences that individuals possess with a specificcompany or organization and then what get wind off from friends andrelatives totally impacts on their perception of the organization andthe chances of getting involved with the organization” (Martin,2009). The paper therefore, aims at conducting an interview withCathy, a customer service provider with Tim Hortons Coffee, in anattempt to know some of her experiences when dealing with hercustomers, with a report that follows up the findings of theinterview.

Aftermany days of seeking an appointment, Cathy finally accepted to beinterviewed at her place of work Tim Horton’s Coffee, starting atexactly thirty minutes past nine in the morning.


Cathy(Customer care provider): Welcome to Tim Horton’s coffee.

Alex(Interviewer): Thank you. I will embark immediately on theinterviewer, especially on current customer service and how topromote future customer relations. Describe a typical customer.

Cathy:Considering us as Tim Horton’s Coffee deals with customers on adaily basis, our typical customer as the organization is aged between15 and 25, and has a desire to fulfill her desire for our product. Noday passes by without the customer visiting our place of work, andfor us that is important.

Alex:Describe your ideal customer.

Cathy:As the customer service provider in my organization, I would describeour ideal customer to be that customer, who studies us closely, whatkind of customer service we provide, and is hard to convince in termsof embracing our products and services. Our ideal customer is thatone customer who seeks to find a solution to his or her problems asfar as our products and services are concerned.

Alex:Describe a difficult customer.

Cathy:From my experience as a customer service provider, a difficultcustomer would be that customer with a problem in understanding thebasic rules of commerce. He or she is that customer with legitimateor illegitimate gripe with our products or services they havereceived. They may have a genuine reason to be difficult, especiallywhen they are not satisfied with how they have been treated.

Alex:And how do you handle difficult customers?

Cathy:Well, I realized that it is difficult to control another person’sbehavior so I tend to control myself instead. I do not I argue withmy customers. Secondly, I try to listen and let the customer vent. Itune to what the customer is on, and not try to find an exit plan.Lastly, I show the customer that I care. I show concern for herfeelings.

Alex:What is the best experience you have had providing customer service?

Cathy:To be honest, I have had a lot of memorable experiences, but therewas this particular time that I attended on a customer, and she endup being our loyal customer. Every time we talked, she reminds me ourvery first meeting, which makes it the best experience as a customerservice provider.

Alex:What is the worst experience you have had providing customer service?

Cathy:There are few instances, but the one I remember is when I was stillnew in my job. As part of my job description, I was responsible forhandling both friendly and difficult customers. There was thisdifficult customer I handled, and without knowing, I had lost my cooland vent on him, I almost my job since he went and reports theincident to the manager.

Alex:Were you trained to deal with customers? If so, for how long did thetraining take and the kind of training you receive.

Cathy:Yes. I studied for a certificate in public relations for two years.The course entailed how to relate with people, how to handledifficult people, I was also trained on the importance of ensuringthe reputation of the company is protected, and pushing for thecompany’s products and services, while at the same time ensuringthe customer is happy.

Alex:And on our last question, are you empowered to make decisions?

Cathy:Yes, especially when my boss is not around. I make decisions on theservices rendered to the customer.

Alex:Thank you for your time.

Cathy:You are welcome.

Reportfrom the Interview

Theinterview involved the interviewer and Cathy, the interviewer, whoalso doubles as the customer service provider for Tim Horton’sCoffee. The interview began at half past nine in the morning inCathy’s place of work. On top of Cathy’s front office, there werethe inscriptions “There is nothing that exceeds a fresh wellblended cup of premium coffee. That is why from the very first day weopened, we have always had a freshly brewed pot of it ready,” whichexactly evidenced what Cathy’s position as a customer serviceprovider entails Tim Horton’s reputation as a haven for premiumcoffee is maintained.

Fromthe interview, Cathy is responsible for Tim Horton’s sustainabilityas far as customer care is concerned. Her job involves interactionwith the organization’s customers, provide them with the kind ofinformation they are seeking in regard to the kind of coffeeavailable. It was evident that Cathy is responsible with any of thecustomers’ praises and complaints, especially when she was askedabout how she handled difficult customers. According to Martin(2009), a customer service provider may help the customer in sortingout a complaint, more so when they have difficulties in getting theirorder brought.

Fromthe interview, it is evident that Cathy, at some point haddifficulties addressing the customers’ needs. As a customer serviceexpert, there are a series of recommendations I would to the CEO ofTim Horton. First, I would recommend on the need to discouragereferrals. The customer service provider would have to own up andmake decisions for the benefit of the customer. Secondly, I wouldrecommend a work on the customers’ shoes. The service providershould remember that customers are in accrual sense a collection ofstakeholders (Martin, 2009I would advise on the need to take controlwhen handling customers as it is important in understanding thecustomers’ needs.

Therehas to be a great relationship between the organization, which as abrand on its own, and in this case Tim Horton, and its customers. Asa customer service expert, I would offer recommendations to the CEO,which includes first, the organization, which is also a brand, needsto be attentive to the customers’ needs. This is important incoming up with a stronger and strategic relationship (Martin, 2009).Feedback is also important has it shows the organization isconcerned, while persisting and staying engaged is important whenguaranteeing the customer of the organization’s loyally.


Martin,W. B. (2009). Qualitycustomer service: Satisfy customers–it`s everybody`s job.Rochester, N.Y.: Axzo Press.