Customer Service Course


Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest".Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.

From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. One good customer service experience can change the entire perception a customer holds towards the organization.

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Case Study 1: Consequences of Bad Customer Service


It is no secret that Abu is a bit of hot tempered. However, because of his Malay Caucasian lineage, his appearance is very attractive and thus he is appointed at the front counter at one of local commercial airlines. For the first month, Abu completed his task with flying colors. Sure, there are some bad customer however Abu got it under control.

However, on the second month, the bad weather sets in, forcing many international flight to be delayed. This of course enraged the international passenger as many local flight are allowed to flown as usual. The stranded passenger storm the front counter where Abu and his colleague are standing by to calm down those passenger.

Abu tried to handled it, however one of female international passenger cursed and provoked him with words such as "Stupid and Incompetent". Abu who is a hot headed replied angrily to the customer saying "Miss, why don't you take those ticket, fold it and shove it up your arse" with a very loud voice.

The case quickly went viral as one of passenger took the video and uploaded it on social media. This has tarnished the image of the local commercial airlines. In order to calm the situation, the management quickly made a press release that they will terminate Abu from work and just like that Abu lost his job in just month of working.


Case Study 2: Promise Must Be Delivered

Ali is a owner of small car dealership. A customer come to him and are very interested to purchase several minivans for business use. Ali is of course excited because he can get rid of inventory cost that has bugging him for some time. The customer asked Ali to prepare necessary documentation for the purchase, in which Ali promised to deliver in 1 week.

However, Ali is bluffing. There is no way that he can prepared all the documents in one week, especially documents that need approval from bank and several government agencies. Ali tried to talk his way out of this and beg the customer to give him another week which the customer agreed but felt unhappy.

2 weeks passed and Ali still could not delivered the documentations on time. Ali still want to talk his way out and beg the customer to give him another week. However, the customer got angry and cancelled the deal. Not only Ali did not sell the minivan but incur cost in terms of time and money spent in preparing the documents.

Don't Miss Out!
Register Now To Attend Our Customer Service Course
Download The Registration Form Below
Click DOWNLOAD
Fill In The CONTACT FORM
or CALL En Shah at 011-25085983

Case Study 3: Effect of Good Customer Service


Siti worked as a server at local fast food restaurant. Lunch hour is when the premise is busiest. Customer walk in and drive thru to get place their order and get their food in a hurry. Of course for the employees, lunch hour is the most challenging. All their concentration and must be used to serve the customer.

After lunch hour passed, one of walk in customer approach Siti angrily, complaining that Siti misplaced his order. When asked to showed the receipt, he said that he had throw it away. Siti somewhat reluctant to agree on that accusation, however to not worsen the matter. Siti offered to exchange his meal for free.

Siti also apologize politely to the customer, saying that she might have been overwhelmed by handling numerous order and she might overlooked his order. Hearing this, the customer calm down and apologize to Siti for being rude. The customer then praise Siti in writing, and put it in suggestion box. The management gave Siti employees of the month award the next month for her professionalism in handling the situation.

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