Customer serivce effectivness (20855) busn1340

1. Assume you work in a shoe store and a cus-

tomer has a complaint about the quality of a

pair of shoes she bought last week. What steps

would you take in addressing the issue?

2. In your opinion, are the steps necessary to

resolve a customer complaint applicable to

nearly all service incidents? Explain.

3. Following the four points to include in a win-

back message, create a message to a customer

of 10 years who wrote to say she would no

longer do business with your company because

during the past three service encounters, she

was treated in a disrespectful manner.

4. Which conflict management styles and strate-

gies are most effective for CSRs to apply in

solving customer problems? In your daily

interactions, which styles and strategies do

you typically use? Why?