Academy Home | Student Dashboard

CUST105: Unit 1 Discussion


#1
  1. What sort of customer service job might you like to find? Would you prefer working in a face-to-face situation, or through a remote customer service center? What industry would you like to work in?
  2. Describe an interaction you’ve been involved with - either personal or professional. What steps did you take to make a favorable impression? How might you use the lessons from this unit to make even better impressions?
  3. As a customer, what needs and wants do you hope to have fulfilled by customer service providers? Do they match those covered in this unit?

#2
  1. I would like to work in a customer service job in an airport. I would love the chance to meet work face to face and meet people from all around the world.

  2. I worked at a call center for 9 years. A customer was calling in was out of phone support and needed help accessing pictures on a computer. She had already been told from another person she had to pay for support and was finally giving in to pay for support. The computer was her husbands and he had just passed away and she was trying to make a slide show for his funeral. Normally if a customer is out of phone support they should have had to pay to receive help. I did not want to charge her as I figured she had been threw enough. I used my escalation path and spoke to a supervisor to get permission to provide her help via an exceptional circumstance. I spent 4 fours on the phone with her, I listened to stories about every photo, I laughed with her and I cried with her. It was the best exception I ever could have made. Empathy really helped me get through this call.

  3. As a customer I want to feel appreciated and not just another number. I want my voice to be heard and feel like you want to be there for me. You want to help me. I dont want to be just another person thats ensuring you get a paycheck.


#3

I would like to have any customer service job where I get opportunity to learn and serve. I would prefer face to face situation. I will prefer working with an industry where I have opportunity to interact with more and more people.
I have been interacting with students, teachers and community members in educational context. To make favorable impression, I respect them, listen to them attentively and make them feel that they are worthy for me. The important learning point from this unit is that as a customer service worker we need to be very patient and to empathize with the customers.
As I customer, I feel that the service providers need to understand my needs and provide me with with clear information. I also need proper attention from them. Yes the unit covers these wants and needs as well as many more


#4
  1. I would like to work in Technical Support, Yes, I would prefer working in a face-to-face environment and would like to work in the ICT industry.
  2. I remember a professional interaction with a client who required an e-mail password reset. It was through telephone call so i took her through the steps and confirmed that her problem was resolved. So far I have learned a lot most of it new knowledge to me. I believe i can apply this to make a better impression by focusing on the needs of the customer using both the verbal and non-verbal communication, listening, empathizing and taking control
  3. As a customer, I will like to have my issue resolved within the shortest time possible and expect highly professional service. So far, I would say yes, most of them have been covered.

#5

1- Well, I eagerly want to work as a customer service agent in a telecommunication company. As you can understand prefer working in face-to-face situation or environment because I love to entertain with people. Further, I would like to work in a communication-related field where I can involve in public relation and as well in marketing activities.

2- As a public speaker, teacher and entertainer I really have to make good impressions when giving and sharing messages or views. Students approach me often in order to ask for specific or more details. In fact, I always was to be aware of my techniques and tactics when presenting something. First of all, I have to say it, this course helps me know that my main role is answer questions and solve problems which will help more so I can make better impressions.

3- As a customer, I hope customer service providers will meet all of these listed in the Steven R. Van Hook, PhD pdf book elements.
• Listen and respond to my needs and concerns.
• Provide information about their products and services.
• Take orders, determine charges, and oversee billing or payments.
• Review or make changes to my accounts.
• Handle my returns or my complaints.
• Record details of my contacts and take actions.
• Research answers or solutions for me.
• Refer customers to supervisors, managers, or others who can help in case if they cannot help.

Saylor URL: http://www.saylor.org/cust105#1.1


#6
  1. I would like to work in a customer service job in a telecommunication firm. I would love the chance to meet work face to face meeting people and listening to their complaint and providing possible solution to their problem.
    2)i don’t have any profession interaction with any customer but of recent my brother in-law called me that he is unable to access his e-mail and need to create a new e-mail i went over to his place helped him out and i remember how happy he was that he now have access to his mail that alone gave me a sense of satisfaction.in this lesson i have learn to make even better impression by always looking for opportunity to help, respect and treat both my friends and all potential customer as a valued partner in my and my potential company’s success.

  2. As a customer I want to feel appreciated and important and to have this feelings that i am been heard and that a solution to my complaint will be provided in the shortest time possible. I want my voice to be heard and feel like you want to be there for me. You want to help me.


#7
  1. I would like to work in a customer service job where I get to make people feel better than how they stepped into out business. Yes, I would prefer to work in a face-to-face situation. I would like to work in a medical industry.

  2. I have been involved in professional interaction whereby the doctor I work for failed to show up for the medical appointments on time. The patients/clients were annoyed. I called the doctor to confirm what is happening. To my notice, he was called for an emergency surgery. I went back to the patients and explained the situation and offered an apology on behalf of the doctor. Also the doctor agreed that I let the patients know that they will be given a discount off their consultation fee. I will use the lesson from this unit of solving the problem in the shortest time possible. And I would use this lesson to make a better impression by calling the doctor to confirm why he is late before even the patients/clients start complaining.

  3. As a customer I would want to feel that am the most important person in the business. I would want my complaints to be addressed quickly and smartly.


#8

I would like to be a food service worker. I would prefer a face-to-face situation. I would like to work in any Agricultural firm.
I once called a telecomunication service provider for an internet supscription issue and it took them five days to resolve instead of the normal 24hours the CSW promised me. I was really pissed off.
I will really appreciate if CSWs can stop making promises they can’t keep rather than appologising for the inconveniences later.


#9

i would like a customer service job in the marketing area. speaking with different people and helping the in many areas. explaining to customers what they are buying or what they are looking into. Being proactive in problem solving.


#10
  1. I would like to work as a customer service consultant in a bank to help attend to customer needs and also solve problems by way of dealing face to face with them on a daily basis.

  2. One time, a customer returned with the complain that, his previous experience with the company did not meet his expectation, so this time I took note of all he wanted that day and delivered them as he expected, also to create a favourable impression I helped him packed all the goods out of the shop into his car. I released he was satisfied this time around because of the smile on his face and the conservation we had during the process. I believe listening, empathizing with customers and making them feel important is very key to organizational growth. Making these lessons practical will make a customer service worker stand out of the a lot.

  3. As a customer, my satisfaction with a product or service is very important to me. I would expect a customer service worker to do the following;
    Listen, empathize with me and take charge of the situation
    Give me his or her full attention
    Go the extra mile
    Make me aware of the benefit I will derive from your product or service.


#11

I would like to find a job in the medical office field. While I am a introvert, I actually prefer face to face situations. I have worked as a customer service representative for a small loan company. Also, I am currently a receptionist at a car dealership. Being friendly and positive has made favorable impressions on customers. I have customers that like to talk about their lives and I always make time to listen and give my attention. Relating to customers on a personal level seems to make them feel more welcome. When I am a customer I prefer to have a friendly face that is there to help if needed but does not hover and make me feel uncomfortable.


#12

I would to find a job as Technical support in IT and i prefer face to face situation. Actually i work as a Customer specialist for a french compagny


#13
  1. I’d like to find a customer service job at the office of a multinational company. I’d rather prefer face-to-face communication. The types of industries I’d like to be working for are chemicals, pharmaceuticals or home appliances goods’ manufacturer.

  2. I’ve been involved in a telephone interaction with a customer, who asked for a particular type of our product, but that type was lacking at the warehouse that moment. I listened attentively for the customer demands to the product he needed, explained, that at the present time we’re not able to provide that exact type of product, but instead we could offer a replacement product of another brand, but with equal quality characteristics. Together with the customer we came to a resolution, what he’d finally prefer to buy and completed a transaction successfully by issuing an invoice for the replacement product.

  3. As a customer I’d like to meet friendly yet professional attitude and quick resolution of the problem I experience.


#15
  1. I’d like the Front Desk Executive job and I prefer working face to face in either the Telecommunication, Real Estate,Health Industry.

  2. I worked in a Telecommunication Company as a Retail Sales/Customer Service Executive and a customer walked in angry because the 3gb data she purchased 3 days ago was almost exhausted. I checked er phone and all the applications on her phone were either updating or updated and she didn’t know, so i changed the Google play settings and she left satisfied.

  3. As a customer, I want Customer service providers to be polite when dealing with customers as well as issue resolved in time


#16
  1. I would like to find a customer service job in the Finance industry. I would prefer a face-to-face position but I wouldn’t mind one at a call center,

  2. I once had a customer come in inquiring about a service the company I worked for provided. I smiled at the customer when he approached my desk, kept eye contact with him and engaged in verbal and non-verbal communication while trying to resolve his issue. I could have made a better impression by showing more empathy towards his problem. Also, I could have had better word choices; instead of saying, “We don’t offer this service anymore,” I could have said, “Well, this is the service I can offer you today” to make a more favorable impression.

  3. As a customer, I would hope that the customer service provider would be helpful, attentive and polite, as well as have a good understanding of the policies and services their company has, in order to serve me best. I believe, those are characteristics discussed in this unit.


#17
  1. I’m looking for a career change. I’m not sure what industry I want to work in, and am still exploring my alternatives. I do prefer to work face to face, however if the opportunity arises to work remotely then that may be fine too.

  2. I believe I do well working face to face with people. I also believe I have a professional phone manner. I’m learning more than I thought I would with this course. I now feel I will be better prepared for interviews and customer service once I finish.

  3. As a customer, I want to be treated well first and foremost. I like customer service providers who are informative, friendly and helpful. Yes I think this course covers what my needs would be.


#18
  1. I currently work in customer service within a company that creates printers and sewing machines. This location is a remote customer service center.

  2. There was a time that a customer called in and was told that we would not be able to assist because the machine was out of warranty. I researched with the customer’s information for the machine that they had using their purchase date. By doing this, discovered that we were able to help service the customer’s machine. Using the lessons, I will be able to enhance my customer service skills.

  3. As a customer I would want customer service provider to put themselves in my shoes and to listen to my reason for the contact. It is important to listen to the customer to fully understand their concern. I do think that my request is within what was covered in the lesson.


#19

This post is done after I have reviewed unit 1 lessons. The following are responses to the topics on the community Discourse forum.

  1. What sort of customer service job might you like to find? Would you prefer working in a face-to-face situation, or through a remote customer service center? What industry would you like to work in?
    As a customer service worker, I would not have to choose working whether face-to-face or through a remote customer service center. The fact that my job is to facilitate customers get what they want with satisfaction, I would rather prefer working where I am mostly needed. If I would satisfy more customers in a face-to-face situation, then I would go for it. But if I am needed more through a remote customer service center, that’s great. My preference would be where I can help the most to the benefit of both the customer and the enterprise in which I serve.
  2. Describe an interaction you’ve been involved with - either personal or professional. What steps did you take to make a favorable impression? How might you use the lessons from this unit to make even better impressions?
    To be honest, I cannot answer this question because I haven’t been involved in a work as a customer service worker yet. But I could subjectively think of a situation where I would be involved as a customer service worker.
  3. As a customer, what needs and wants do you hope to have fulfilled by customer service providers? Do they match those covered in this unit?
    As a customer, I would go for a service where I would feel comfortable, welcomed, and appreciated. I would like to be taken care of for whatever needs I might have in an efficient way. And yes, these needs and wants were covered in this unit. In this unit, I learned that the customer should be treated with care, and s/he should be seen first, then comes the service s/he wants. When you make the customer feel welcomed and appreciated, it is more likely that s/he keeps coming back and forth for the same service.

#20
  1. I prefer working in face-to-face situation, mostly in the field of well being.
    2.An interaction I recall was with a customer that wanted to receive a health service from a specific worker, who no longer worked for the company. He was anxious about the qualification of the new person who held the postion and wondering if he could communicate in the same way. I had to explain to him, about the benefits of that change. I also had to deal with his anxiety with empathy, and show him that I understood his concerns. Extra tips for using diferrent approach according to the person you are talking to, are really useful.
    3.As a customer, I would like, as mentioned in the course, to be treated with empathy and be given time and space.

#21
  1. I’vee been working in the BPO insdustry for 3 years now. and i have to say that working face-to-face as CSR may lead to a lot of lesssons but working remotely and helping the customer in the form of technologies is also a fullfilling job for me.

  2. In many instances there are irrate callers and as always its my job hat you always have to treat them professionally and not to tend take things personal and always remember that the customer is only frustrated becaues of the bad experience she had

3.Ask them of what they want and what they need for you to provide the appropriate line of support for them