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1.What type of service impresses you on the phone?
2.What type of service irritates you on the phone?
3.Think of your own job description. What does it say about customer service?
4.Your attitude towards customers
5.Your ability to answer customer’s questions
6.The way you talk to customers
7.Your knowledge about your organisation and what they do.
8.Draw up a list of ten questions that customers usually ask you. Are you able to help them?
9. Individual Work
NB: Present your findings to the rest of the class and note important points.
Case study 1
You purchased a new house six months ago and one of the necessary actions you took was to organise for the electricity company to disconnect the electricity and reconnect it in your name on the day you moved in. However, it would appear that this was not done and although you have been paying on a monthly basis it has not been recorded as the account is still in the name of the previous owner. Today the electricity company switched off your lights and you have gone to address this with them. Their representative responds …
Case study 2
You purchased groceries at your local supermarket and when you returned home, you found several items were missing. You went back to the store only to be told…
Case study 3
Salaries and Wages have deducted your pension payment twice from your salary this month. You telephone the Human Resources Department to inform them and are placed on hold for several minutes. Someone else returns to the line and asks about your problem. She too places you on hold. A third person then answers the phone and asks if they can help you. Angrily you say “this is the third time I have explained my problem and if put on hold again I will…!” The person responds …
Case study 4
You made reservations last month to fly to Cape-Town to deliver a Training Programme. Today, two days before your departure, the travel agent phones you to inform you that they lost your booking form and have just found it, but the flight is now full and only business class seats are available. You explain that the company only pays for economy class. The agent responds …
Case study 5
You purchased a fridge last month and it keeps defrosting. You have phoned the agent to put in a service call. The response is …
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