Briefly describe the overall customer service problem. using the 5 w’s identify the problems in the customer interaction from the standpoint of the customer, consulting your CSR tool belt, and the customer service resolution strategies from the learning activity, explain what tools and strategies are not being used properly in this scenario and how they are not being used properly.

Determine what would need to be addressed and how if this call could be re-enacted with you as the customer service representative (CSR) to resolve the problem.