- 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.