complaint is a memorable moment waiting to happen. Research shows that customers who complain and get their complaints resolved satisfactorily are actually more loyal than if they had no problem at all.

Carol: Hello, what can I do for you today?

Mrs. Bree: Probably nothing. I never get the help I need from you people. (sarcasm) Carol: Im disappointed that we havent been able to help you. Maybe I

can do better today. (empathy, paraphrasing)

Mrs. Bree: If you dont turn my electricity back on, Im going to sue you. (attack)

Carol: When was your electricity turned off, Mrs. Bree? (questioning, sorting out attack) Mrs. Bree: Today. Do you think Id let it stay off a week and then come in here? (sarcasm) Carol: So it was turned off today. That must have been very disturbing. Please let me

see what I can do. (repeating, empathy, offering assistance, moving toward a solution)

Mrs. Bree: Just get it back on.

Carol: Are you up to date paying your bill? (sorting out demand, questioning, getting more information to help solve problem)

Mrs. Bree: Listen, I told you all I have is aggravation with you people. (exaggeration) Carol: Again, it bothers me to hear that. (empathy, sorting out exaggeration)

Mrs. Bree: I was on holiday and just came back today. I have never been late with a bill. So, this time I was late. One time. Big deal. Major crime. (sarcasm, exaggeration)

Carol: Do you have your payment with you?

Mrs. Bree: Yes. Here.

Carol: Thanks for bringing this in so quickly after you got back. Well have your electricity on just as soon as possible. Im really sorry for this problem. Youre a

very good customer. (appreciation, empathy, solution, apology, expression of

support)

Mrs. Bree: Okay.

Carol: Thank you for your patience in helping us find a solution this time. Now, are

there other areas that I can help you with? I want you to have a better feeling

for us and I want to provide you with the best service we can. (appreciation of

Midterm - Online customer service Simo Jabir 23-november-2022

customer, verification of solution, checking results)

Mrs. Bree: No, thats okay. Thank you for your help. Actually, the other problems I had occurred some time ago. (admits exaggeration)

Carol: Well, if there is anything else I can do for you, I would be happy to help. Thanks for coming in and I hope everything will be smooth sailing from here.

(leaving the door open, appreciation of customer, showing care)

Mrs. Bree: Thanks. Bye.

1. Describe the type(s) of this client and which behavior you need to adopt.

2. What is the real message the customer is conveying?

3. What are this client's expectations?

Please name your document: Yourname_OCS_ECM19