Media Skills: Instant Messaging [LO-5] Review the following IM exchange and explain how the customer service agent could have handled the situation more effectively.

AGENT: Thanks for contacting Home Exercise Equipment. What’s up?

CUSTOMER: I’m having trouble assembling my home gym.

AGENT: I hear that a lot! LOL CUSTOMER: So is it me or the gym?

AGENT: Well, let’s see . Where are you stuck?

CUSTOMER: The crossbar that connects the vertical pillars doesn’t fit.

AGENT: What do you mean doesn’t fit?

CUSTOMER: It doesn’t fit. It’s not long enough to reach across the pillars.

AGENT: Maybe you assembled the pillars in the wrong place. Or maybe we sent the wrong crossbar.

CUSTOMER: How do I tell?

AGENT: The parts aren’t labeled so could be tough.

Do you have a measuring tape? Tell me how long your crossbar is.