Check for Understanding: Defining Customer Service - Exercise

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Check for Understanding: Defining Customer Service - Exercise

Check for Understanding: Defining Customer Service

Duration: 5 to 10 minutes.

In this exercise, please read the following scenario and then answer the following questions.

SCENARIO:

Martha was late arriving at work one morning and, when she arrived, she found a customer, Mr. Jones, waiting for her. Mr. Jones was obviously agitated about something. The following conversation took place:

Martha: Oh! Mr. Jones, I did not know you were coming in this morning.

Mr. Jones: Yes, I have been waiting for you for over ten minutes! Are you always this late for work?

Martha: That's really none of your concern, Mr. Jones. Now, what can I do for you?

QUESTIONS:

  1. Was Martha's response to Mr. Jones' question appropriate?
  2. What could she have done better in order to provide good customer service to Mr. Jones?
  3. When providing customer service, it is always important to:
    1. Treat the customer as though he or she knows nothing about the company.
    2. Understand that the customer is always right, no matter what.
    3. Go the extra mile, providing unexpected service.
    4. Resolve issues with the customers who spend the most money first.

Solution:

  1. No, Martha's behavior is not appropriate.
  2. Answers will vary, but should include something about Martha apologizing and moving on to resolve Mr. Jones' problem.
  3. C. Go the extra mile, providing unexpected customer service.
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