CUST105: Unit 2 Discussion


#1
  1. What are some examples of problems you or someone you know may have had with a company based on a faulty product or service? How did it get resolved?
  2. Consider a situation where you had to deal with an angry person. How did you handle it? What might you have done differently using some of the methods described in this unit?
  3. What sorts of diversity do you find in your immediate environment of family, friends, work, school, groups, and so on? How do you best interact with the differences in cultural backgrounds and behaviors?

#2

What are some examples of problems you or someone you know may have had with a company based on a faulty product or service? How did it get resolved?

Returning a faulty product to a store i bought it at. The manager had to be called to punch in a key code before I could get it approved for return ,and the customer service worker was new.

Consider a situation where you had to deal with an angry person. How did you handle it? What might you have done differently using some of the methods described in this unit?

The patron at a resturant claimed a hair was in the food that he had just ate. He wanted his food for free. I was just timed in and the food he ordered was from a different waitress not me. I said he could get a voucher or a new order. I would have given him a new order or a 1/2 off his present order.

What sorts of diversity do you find in your immediate environment of family, friends, work, school, groups, and so on? How do you best interact with the differences in cultural backgrounds and behaviors?
Some family members think that they are better than others and just ignore them. Friends at schools have clicks that don’t intermingle with others like the football players and cheerleaders.I am okay with different cultures… what i dont know i just come out and ask.


#3
  1. What are some examples of problems you or someone you know may have had with a company based on a faulty product or service? How did it get resolved?

A friend of mine was working at a call center and dealt with photo books and other stationery items. She had to assist customers on the site and when the photo book was printed, the images were up-sided down and the binding was also done wrong.The images were also blurry and printed in the wrong color. Customer called in and complained about the faulty item and my friend apologized on behalf of the company and made a new order to correct the error.

2 . Consider a situation where you had to deal with an angry person. How did you handle it? What might you have done differently using some of the methods described in this unit?

I once had to deal with a customer who received a blanket that was ordered, but it was of the wrong color and the image was not properly visible on the blanket. I apologized to the customer but customer was not interested in apology. What i could have done differently, was utilize effective body language and non-verbal communication than that which was used during the interaction with the customer. Another thin that could have been different, was the tone in which i spoke to the customer. The tone was not really loud, but it could be interpreted that i was annoyed with the way the customer was behaving.

3 . What sorts of diversity do you find in your immediate environment of family, friends, work, school, groups, and so on? How do you best interact with the differences in cultural backgrounds and behaviors?

There are many forms of diversity found in my immediate environment of family, friends, work, school and so on. These includes persons who are easy to talk to, persons who hardly communicate with anyone, those who makes a lot of noise and those who curse and trouble others. I best interact with the differences in cultural backgrounds and behaviors by getting to know and understand why each set of persons behave the way they do. As soon as i am able to understand each person, i am able to adjust myself to accommodate the behavior or each of them.


#4
  1. Recently I had an issue where I had purchased lights with a 10 year warranty on them and half the strand did not work. I registered the product when I got it as the slip said to. The site I registered on stated I didn’t need to keep the receipt, just the original box with the bar code as all information would be able to be found with the bar code. I called the company and they told me there was nothing they were going to do for me as I did not have the receipt- I did however have the email that stated I didn’t need to receipt. As I was not getting anywhere over the phone, I then went onto the social media page - posted my issue - my phone experience - along with a copy of the email. Within minutes I had a message from the company - an hour later a phone call and within three days replacement lights. Although in the end my issue was resolved - I haven’t purchased this brand again - the phone experience left a sour feeling, and I don’t feel I should have needed to go so far to get my resolution.

  2. When I started working in a call center job that I had for 9 years. I had a few angry customers. My very first call that I was taking solo I had a customer that was really angry with his computer not working. I was new and was lacking a lot of technical skills and knowledge at that point. During our training we had discussed what happened if a customer was angry and calling names - the answer was if customer was calling names to give them warnings and if it continued to disconnect the call. I didnt hear anything past the customer sluring profanities at me - I didnt listen to his issue, I listened to his anger. I provided him with his warnings - which of course made him even more agitated. At that point I disconnected. If I had this call today - or even a few months after that I would have realized that the customer was not angry with me - he was angry with the situation - I would have focused on what I could do for him - can-do-attitude. I would have let him vent, allowing myself to see past his anger and find the real issue - then I would have done my best to empathise with his situation and did what I could in my power to try and resolve it for him.

  3. I currently work in a coffee shop on a very busy highway. We have people travelling from all around including a lot of travellers from different backgrounds. There are several customers that I deal with on a daily basis that we experience a language barrier with. With these customers I try my best to use non-verbal cues - for example - show coffee cups for sizes - or pointing at baked goods. All while I am doing this I am continuing to speak in english ensuring to speak clearly and slowly. I do this so that it might help them for future visits to pick up some word cues that they might be able to use. I also always smile - these people are there because they are the reason I have a job - they are not an inconvenience, even though the barrier might make some feel this way. They are just the same as the person who can walk in and clearly tell me they want a double double and an apple fritter.


#5

Once I observed that a customer who was inquiring about some product was referred to a wrong location inside a store by a customer service worker. When the customer went to the referred place, he was sent back to the location where he had originally met the CSW. While coming back to that person, the customer was very irritated arguing why he was misguid.
While handling an angry person, I will first listen to him/her carefully and then make him/her realize that the situation he/she is in is also perplexing for me. I will use the phrase ‘I am sorry’ and ask him/her how would we resolve the situation together. I will follow the principal, 'listen, empathize and take charge.
I have people coming around the world and representing different cultures. I will not only accept the diversity but also appreciate it.


#6
  1. We bought a freezer on hire purchase, after 2 months of service, it was not cooling (freezing), we complained to the vendors, luckily for us it was still under warranty, so they took it back repaired the fault and its been working exceptionally well for two years now.
  2. I remember one time a faculty staff came to my office because he could not access his staff portal, specifically he wanted to download and print his payslip because he wanted to request for a loan, he was angry and very agitated since the faculty secretary could not help with that particular problem. I helped him to reset his password, downloaded his payslip but I could not print it because I did not have a printer at the time. After this unit, I can handle any difficult client with respect and polite helpful service while listening more, empathizing and taking control of the situation.
  3. There are many diversity from;- age, gender, cultural beliefs and customs, religious belief and political affiliations.

#7

I once bought some home videos from a store. The owner tested it on his dvd player and it worked but when i got home, it didn’t work on my laptop. So i returned the home video with my laptop. He agreed to change it but on the conditon that i buy one more extra which i tested and made sure they were working before i left.
My family members, friends, schoolmates and workmates have different behaviours and characters but i have learnt to study each individuals needs and wants and treat them as they wished to be treated and addressed.


#8

A friend of mine bought an electrical appliance from a shop, when he got home it was not working even though it was tested at the shop. When he returned to the shop for it to be checked, the CSW was challenging and blaming him that he spoilt the appliance and it became an argument. Not knowing the plug blew when it was being tested at the shop and the electrician went for another plug to change it only for him to return to find out that the CSW had parcelled the item for the customer. Eventually it was changed and my friend is still using the item.
There have been times when I had to deal with angry customers, looking at the methods in this unit, I need to find a nice way of involving the customer in solving the problem because I released I usually do it alone depending on the situation at hand.

I meet and interact with people from different tribes, religion and backgrounds on a daily basis. Some of which are friends, colleagues and customers. I try to always acknowledge the fact that we are all different and unique in our own way, so what will be right or wrong for me might not be the same for the other person because we come from different backgrounds and see things differently. Hence I try as much as possible to be objective and open minded.


#9

When I worked at a loan company there were times that the manager did not fully explain the details of our loan processes. This became a issue when the loan payments became due.
I dealt with an angry customer who was upset that I had to call her job to speak to her. She was in our office yelling at me and I had to send her to my manager to explain the situation. I could have explained that I was very sorry and that it would be further discussed with my manager.
All different cultures buy vehicles, so I come in contact with all diversities. I have found that being patient and understanding helps in situations where there is a language barrier. My advice is to always be friendly.


#10
  1. I once bought a food product and it’s become spoiled before the expiry date, that was indicated on the package. I returned it to the shop, explained the problem and was suggested either refund or replacement of the product. All the procedure took about 10 minutes. I was assured, that the technologist specialists will be informed about this issue and all the necessary measures will be taken to avoid such spoiling in the future.
  2. I once had an agitated customer on the phone, who got personal. After I explained the reasons of his product’s delay, he continued our out bad remarks, I got emotional, too. Of course, I didn’t respond in a bad manner, but at that moment I took it personally. My supervisor appeared in the middle of that conversation and after it was finished, she advised not to continue the dialogue if a person shows bad manners/temper towards and just hang up. Looking back to that case and having a background I got for the last years, I can say that the right way of resolving that situation was to let the customer vent, not take it personally, let him know and assure him I understand the situation he turned in, to respond kindly and stay calm no matter what and try to find best possible resolution of a problem, follow up with the update on the situation.
  3. In different environment - such as work, family, friends - there are always people with different backgrounds and behaviors. I’m interested in getting into touch with different characters and personalities. During the process I try to be understood correctly by the person I’m interacting with, I do my best to get to know the other person better and to accommodate my behavior in such way, that our interaction would be mutually enriching.

#11
  1. I had a problem with my garage door opener. The serviceman was rude and was doing a bad job. I complained to the company and they resolved the problem by guaranteeing the work.

  2. I’ve dealt with angry people but not in a customer service setting. I am always calm even if I am upset so I believe I was able to handle the situations well.

  3. Usually I interact well with diverse groups usually when I’m running errands. For service individuals, I don’t spend a lot of time interacting as I am in a customer role.


#12
  1. i bought a laptop from online store , and according to the store’s delivery terms , the laptop supposed to be delivered to me within three days . but i got the laptop after ten days , i emailed the store and explained how i was disappointed , the customer service worker apologized to me and offered me a discount for future purchases .

  2. in my last job i used to provide some tax services and one of my clients was upset and angry because the amount of tax due on him was too much than the last year . i told him i understand how he feel and i explained to him that that the law on income taxes has been rectified .

  3. i actually find it interesting to communicate with people from different cultures .


#13
  1. I once had a problem with one of the telecommunication service provider about not receiving a voice prompt each time my call unit is about to be exhausted and only get cut off whenever the unit is finished. I called severally and complained about it but it was never resolved. I had to change my service provider.

  2. The thing I did was to listen to all he had to say and and told him I understand everything he said because I have been in similar situation. I outlined the mediums I followed and got the task done and suggested that he does same. He applied my advice and got through.

  3. different diverse attitudes in the family. Ranging from how siblings want certain things to be done their ways and not the right way. Even when one tries to make them see reasons why it should be done the right way, they insist on their way. The best way I have interracted is to give practical demonstration on why it shouldn’t be done their ways. Sometimes, they reluctantly accept it.


#14

I remember I ordered a hundred headphones, and I found 8 that was not good. I was not happy at all. I contacted the seller and he told me that he is really sorry for the next order he sends me a dozen more.
By nature I would like to listen to people when they speak, and sometimes act in the same way as they do. With this learning, I find different ways to discuss it with someone
There are different forms of diversity found in my immediate environment of family, friends, work, school and so on. These include people who are easy to talk to, people who have trouble communicating with anyone, people who do a lot of things that are unacceptable, and people who are bothering others one way or the other.
The best way is to interact with differences in cultural backgrounds and behaviors by getting to know and understand why each group of people behaves as they do. I always do my best to be able to understand each person.


#15
  1. When I was a child we bought a new telwvision set and I remember that I was so happy. However, it turned out at home, that it refused to switch on. We went to the shop and this tv set started work easily there. So, they gave our puchase and we came back home, where we weren’t able to switch it on again. We requested to this shop second time and they made suggestion that it refused to function because of low level of voltage at our home. Therefore, they substituted it with another model of device and we it started function without problem. It’s more then 15 years past, but our televisor still works.
  2. I used to overreact sometimes, and I could have said something wrong. It’s so easy to respond on negative attitude with negativity. But now, I would try my best to stay calm and patient. It’s almost impossible to resolve any problem with a help of argument. It doesn’t show your professionalism as well. That is why, it is so important to protect yourself with proper mindset and respond with a cool head.
  3. I can find different types of diversity in my immediate environment. People I used to communicating tend to have different perceptions, attitude, tastes and characters.

#16
  1. Mine was very funny,i bought four brand new car tyres at the same time,few weeks after purchase,one of the tyres just burst-ed while coming back from work and luckily for me i wasnt speeding… so i was able to control it… The next day i called the company i purchased from,and they starting telling me how the guy i got it from was sick and was just busy giving me funny funny excuses. One week passed,getting to two, so i had my own planned… On that fatefully day,i and my colleague took this guys by surprise and showed up in their store and lo and behold the so sick man was busy gisting with his other follower workers…meanwhile,i have already called them that particular day and they told me the guy traveled back home because he was still sick…well i busted him and he was shocked to his mouth… long story short,they gave me a brand new tyre and i didnt pay any penny.

  2. well,mine had to deal with a customer who refused to follow the companies rules and when she got to the CEO,he told him how i didnt allow her to see him and was telling her to fill a form and all that… when i heard it,i had to go personally to the woman and apologized and told her i was following the companies rules and didnt mean any harm… and she at the end was very happy and told me she too was sorry for reporting…

  3. so many of them but i will just mention few… political,culture,religious,gender and age


#17
  1. Customers complaints everywhere about the services they received. returning the products to the store or company, conflicts about customers and companies, diseases or injuries to the customers.

  2. Give person a time to express his anger, ask pardon, expressing my empathy, engage him/her in problem solving, take corrective actions, reassure that it won’t be happen.

  3. Family diversity includes: Class families with everything high level income, middle families with average income and small family with little or no income.
    In school there are some who are shy, sociable, participating in every activity, loving to study and others


#18
  1. One example of problems with a company was when I purchased a bucket of baseballs for my son. After hitting the ball once they immediately started to fall apart. I took the balls back to the store and the customer service desk told me that I would need to contact the manufacturer to resolve this problem. Well they were made in China so that was almost going to be impossible. I did however email the manufacturer and they sent a new bucket of balls with an apology.
  2. Dealing with angry people is never fun. Remaining cool, calm and collected is key in this situation.
  3. There are many forms of diversity found in my immediate environment of family, friends, work, school and so on. These includes persons who are easy to talk to, persons who hardly communicate with anyone, those who makes a lot of noise and those who curse and trouble others. I best interact with the differences in cultural backgrounds and behaviors by getting to know and understand why each set of persons behave the way they do. As soon as i am able to understand each person, i am able to adjust myself to accommodate the behavior or each of them.

#19
  1. What are some examples of problems you or someone you know may have had with a company based on a faulty product or service? How did it get resolved?
    One day for lunch my mom and I went to lunch at iHop and ordered as usual. After getting our drinks I realized that there was a fly or some sort of small bug in my drink. After requesting a new water my mom saw the waitress bring my water to the back fish out the bug from my cup and give me the same drink back. Because of this I do not go to iHop anymore.

  2. Consider a situation where you had to deal with an angry person. How did you handle it? What might you have done differently using some of the methods described in this unit?
    As a waitress I have dealt with customers angry for reasons that we could not control. A lot of times customers would get angry with a wait time for a table or for a take out order that took more than a few minutes. Being that we can’t make the restaurant less busy and make people leave from their tables as soon as they’re done this ended being a difficult situation multiple times. The differences I would probably do are to try to make the customer understand our point of view and just hope that their perspective changes.

  3. What sorts of diversity do you find in your immediate environment of family, friends, work, school, groups, and so on? How do you best interact with the differences in cultural backgrounds and behaviors? Diversity varies widely in my family, friend, and work groups between different personality’s, backgrounds. etc. Sometimes it is harder to interact with different people who don’t see things the way you do but keeping a clear mind and trying to understand their perspective makes things a lot easier.


#20
  1. I’ve never had a problem with a faulty product but my friend bought a brand new iPhone 8 and it kept freezing up on her and wouldn’t work. She took it back to the company the first time and instead of giving her a brand new phone, they gave her a refurbished phone. She was mad because she paid a lot of money for her new iPhone and they didn’t give her another new one. The refurbished phone lasted about a day and this one started to freeze up and not work. So she went back to the company and told them about the same problems she was having. They then gave her another refurbished phone. Luckily, this one has been working well so far. The problem was never actually resolved because she paid full price for an iPhone 8 but ended up with a refurbished iPhone 8.
  2. I had to deal with someone with my phone company when I was switching providers. I didn’t have a signal where I lived with my current provider so I had to go to the company to get them to release my number and give me a code to activate my new provider. The man that I had to talk to about the code to active my new provider was ridiculously annoying. He kept asking me questions about my old provider and why I didn’t like them. I asked him if he would just give me the code instead of asking me so many questions. After that, he got angry and was very rude with me. I calmly explained to him that I have been running around all day trying to get my new phone service to work and that I just wasn’t up for a thousand questions at that time. I could have spoken in a nicer tone and tried to understand that he was just doing his job. I could’ve just pushed my frustrations from earlier that day out of the way and just answer his questions more politely.
  3. There are all kinds of diversity around me throughout the day. I have two jobs where I work with children who come from all different backgrounds. I have to take time to learn these children and how they act so I can understand them better. My dad’s girlfriend is from Chile and their cultural background is very different from ours. When they come up to visit, there are many differences between us that I have to adapt to. The way I interact with these different people depend on who it is and what I find when I observe them. I try to be as respectful as possible and understanding.