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CUST105: Unit 2 Discussion


#21

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?

I once bought a cake at one of the cake shops. the cake was not fresh so i had to return it to the store . The Manager was called and i complained that the cake was not fresh. The Manger handled my complaint at professional manner She was calm and she apologized without blaming anyone , so i was given a fresh cake.

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 dress that was ordered, but it was of the wrong color . I apologized to the customer but customer was not interested in apology.
I explained the reasons of the mistake. I didn’t respond in a bad manner, but the customer was angry. i can say that the right way of resolving that situation was to let the customer vent, not take it personally, let her know and assure her I understand the situation.

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


#23
  1. I bought a cell phone from a reliable company. After having the phone for two weeks I started having problem with the phone not receiving or sending calls. I took the phone back to the company and the salespersons check the phone out got it working and give it back to me. After two weeks the phone started doing the same thing again, It took me four trip to the store to finally ask for a manager. I informed him to what the problem was and that I was not satisfy with the services that I had received. That I was going to take my business somewhere else. He apologize and order me a new phone and told me if I had anymore problem to please seek him first.

  2. I don’t work in customer service, but I have worked with angry coworkers, who were upset over something their supervisor or coworker has done or said. When they approached me telling me what happened I listen and don’t take sides. Sometime after they vent they calm down.

  3. When it comes to different cultural background, I always have an open mind I treat everyone with respect. I have learn a lot and are willing to learn more from different cultures. Just because their skin color, their speech and their, religion is different we should not judge them. We are all still Gods children.


#24

I haven’t encountered many problems with someone about a faulty product or service, but I’ve seen when a customer wanted to return an item to a store, wanted their money back and didn’t have a receipt. The customer was told that the store can’t give them money back, only a gift card without receipts. The customer got real upset, because they said they spent money to buy the product so they should be able to get money back. Manager was called to explain that it was company policy and she had to follow what policy requires her to do. Manager let her know that she apologized for their inconvenience, also gave her a number to call so she can give them her feedback on why she couldn’t get her money back. Manager thank her for being a customer and hopes she return, she took her gift card and left.
The manager did the right thing by listening to customers concerns and gave her a number to call also apologized for any trouble it may have caused.
They’re are many diversities in work, schools and communities. Dealing with many different cultures you have to be able to treat people with respect, gain their trust so that you may have a positive attitude to deal with all different cultures and backgrounds. Being able to communicate effectively and build a connection for a great friendship.


#25
  1. A problem that I ran into was, I bought a product and it was cracked. The problem was solved by the store giving us a new product.

  2. Dealing with an angry person I would just approach them and ask what can I do to help them. I would consider that the customer is always right and make sure the angry person leaves the store happy and satisfied.

  3. There are many different diversities in in family, friends, work, school, and groups. There are people who have been through a lot and have attitudes, and also nice people who understand. I would best interact with different people by listening to what their are saying and understand what the problem is and help them.


#26

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 dress to a store i bought. the manger gave me my money back with no problems.
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 never had to deal with an angry customer.


#27
  1. I had a customer that wanted to return some items from our store but couldn’t find her receipt. I work at a retail store that when you want to return items you have to have your receipt but if you do not have it we can look it up. I told her the policy and she caught an attitude I tried looking the receipt up but couldn’t find it. The only thing I could do for her was tell her she can exchange the items for the right size.

  2. A customer wanted to return two pair of pants but didn’t have a receipt but when I looked it up she already did an even exchange the pants were 2.34 and the other were like 0.63 she would’ve gotten back 2.97 in cash and she was very upset saying she pay more than that for those pants and she asked for the manager. when my manager came she said the only thing she could do was an even exchange but the pants was not in the store so I offer to do it online for her but she didn’t want the color the store had online. she was very upset and asked for the pants back because she didn’t want 2.97 back and asked for the corporate number. I gave it to her and apologize for it and she said I did everything right like I always do it wasn’t my fault.

  3. I notice that everyone has different attitudes and I would handle it different.


#28
  1. When I first got Wi-Fi in my house I saw there was a problem. Our Wi-Fi would do out randomly and act very slow sometimes. I contacted customer service and they brought a new router. I kept experiencing the problem even with the new router so I called again until they finally sent a specialist and we realized our neighbors have been having the same problem and it was that we lost the signal months ago and they had to get the signal back and the problem was resolved.

  2. Once I had an angry customer because their card had been charged twice for the same product. I had to get the list of transactions off of our card reader and show her we didn’t charge her the amount. I told her it should be fixed by the next day and if it was not she could come back and we would give her the money. I think for the most part I did everything right I listened and took charge of the situation.

  3. Every person is different in some or many ways. The way I deal with diversity is by treating people like people it is simple just be respectful make the person feel like they are important and you have to be open minded.


#29
  1. My mom orders meals from a site called “Hello Fresh.” When we received the box with all the meals in it, we found that the chicken was rotten and some of the veggies weren’t fresh. My mom called them and told them what happened and the woman on the phone apologized and gave us a $35 credit, and a $50 gift card. She also said that she would report it to someone higher up in the company so they could fix it and it wouldn’t happen again.

  2. I own a mobile dog grooming business. One day, one of my pumps that pulls the fresh water into the bath tub burned up, and I couldn’t get my plumber there to fix it until the next day, so I had to cancel the rest of my grooms. I called all the clients that I had left for that day, they all understood except for one particular client. She yelled and said that I was acting unprofessional, I apologized and she said “well if you cannot get us in in the next week I will just have to get back with you.” So I found a spot, got her in and she was happy, I also gave her a discount. I probably wouldn’t have done anything differently.

  3. Everybody is different. The way I handle diversity is by treating everybody the way I want to be treated.


#30
  1. Everyone has had an experience with faulty products or bad service before but it how the situation gets handled that make you want to come back. For example, rainbow flip-flops have a lifetime guarantee. So if you have you flip-flops for 10 years as long as you have proof of purchase you can send the flip-flops back in and the will send you a new pair. This making more customers like the company. Restaurants often have mistaken in orders or employees that are having a bad day and passing it along to the customers. When a manger steps in they should fix the problem without making it worse make the customer feel like their concerns are important.
  2. At my job, it is not unusual for us to have at least one unhappy customer every now and then. I try to take the customer to the side and listen to the problem. Usually we have messed up the food order somehow, so I often tell the can keep the mistake and make them new food the correct way. If our customer is not able to come back to the store that day than I hang a credit up by the register for the customer to pick up their food at another day or time. This is the protocol our boss requires us to follow. One angry customer can hurt the business more than giving them their food again will.
  3. In my environment, the diversity is middle class hard working people. I best interact with other cultural backgrounds by being respectful of each person I come across. I do not let stereotypes cloud my perspective on each individual I meet.

#31
  1. My family have this small school supply shop in front of our house. We often have customers, mostly kids, who complain that a product doesn’t work or “accidentally” got broken just after buying it, etc. Some products returned are damaged due to manufacturing faults. While most are just due to the customers’ negligence trying to turn the blame to us. We resolve these kind of instances by apologizing first, of course. Then explaining why such products have some problems. When we know that it’s not entirely our fault, we make sure that the customers understand it. But when a tough situation arise, such as a rude customer trying to insist a refund, we’ll give him/her an option to exchange the product or have a refund then we’ll assure her that it won’t happen again and that we’ll try to check our products’ quality more often this time.

  2. I remember my first internship in a restaurant, there was this angry customer who insisted that his senior citizen discount was not deducted from his bill. As the closest person to him, I was the one being shouted at even though I am not the one assigned to his table and I have no responsibility when it comes to billing. I supposed, I did the right thing. I apologized and then I called the cashier and state to her the complain, and after so I waited until the problem is resolved. Although, I was in a slight tears and I looked a bit terrified. The customer apologized to me later on, when he noticed how I look. If I can redo that day, I’ll make sure to look more composed and calm. I’ll do exactly what I did but in a more unaffected way.

  3. I’ve been into a very diverse environment. I was once an exchange student in Korea and having classmates with different nationalities and cultures is quite an experience. It was tough making friends at first not until I learned how to find common grounds. I looked for person who shares the same language, have the same passions and interests. That applies to looking for friends. Of course, interacting with all is a must. What I did was, I learned the language they are speaking or at least learned the language that we both can understand. Then when it comes to interacting with them, I try to talk to them about the things they love, their families, their relationships, their country and what interesting things about it, and so on.


#32
  1. A year or so ago, I went to brought a cell phone from a company and two days later the phone screen went black. I called the company and told them about the issue and they told me to come back into the store. When I got there they told me I had to make a claim but instead they made one for me. Three days later I received a brand new phone.
  2. When I was working in a customer service position and a customer brought back and item and had a mean attitude. In order to resolve the problem and their attitude I started to talk with a nice tone and offer them a solution the customer then calmed down and started to comply with me
  3. Everyone has their own specific job and work in their own environment. Interacting with them is not difficult because everyone gets along and commutes well.

#33

1.I recently purchased a bag of scallops from Sams Club. When I opened them later that night to cook them I noticed they had a strong odor. I put them back in the fridge until the next day and returned them to Sams Club. Sams refunded me my money and gave me a new bag of scallops.
2. Even if the customer is being ugly or has an attitude you should remain calm and be respectful.
3. Just be open minded because so many people are different.


#34
  1. A customer bought something and wrong item was send to him. He was angry and agitated.
  2. We calm him down after listening to his complain and told him sorry, we accepted the problem and assured him it will be solve.
  3. Our company is in an environment where Street talk is normal, so sometimes we just smile whenever they throw a jargon which might be insult or something else but we never let it get us down.

#35

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?

  1. 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?
    When dealing with an anger customer I always try not to let them get the best of me and understand they are not made at me but the company I work for. I listen to what the customer has to say and tell them all routes to take to get the problem resolved. Then I take action as well.

  2. 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?
    In this world today I find all types of diversity and the best way to interact with the different cultural backgrounds is to learn from them. People from different make grounds can learn a lot from each other .


#36
  1. I personally haven’t dealt with any faulty products, but have heard of these situations where it was either one product or many products from the same manufacturer.
    If there is a faulty product, its returned to the store and there will usually be a refund or exchange of the item from the store of purchase.
    When I hear of many of the same products having defects or being faulty, the manufacturor may issue a recall on the product where they may either say you can return the item for a refund or they will offer services to fully repair or replace the item.
    These are two of the most frequent situations I hear of when it comes to a faulty product.
  2. In dealing with an angry customer, prior to reading this unit, I may have been really quick to initially offer a supervisors assistance.
    Now, I have learned that simply a smile and kind words can be highly effective in being confronted with an upset customer.
    So, I would smile, apologize and ask them how we can resolve the issue as well.
    That allows the customer to see it as a team perspective to fixing the issue.
    I also like the counselor mode where you may not always to a customer say “I hear you” but letting them know that you are on their side seems to be taking the counselor mode style of intervention.
    You have said you will work with them as a team which in a way says I do hear you and am ready to resolve this issue with you.
  3. The diversity that I have in my immediate family is both of my kids are bi-racial.
    When I interact with other cultures I don’t interact any differently.
    While I don’t interact any differently, it was interesting to learn that some simple gestures may actually be offensive in some cultures. This I didn’t know and while I don’t use gestures often I have used the thumbs up occasionally.
    I have taken note from this unit that a thumbs up isn’t always a positive universal gesture.

#37
  1. I remember having to take a faulty digital scale back to the store. When went into the store with the product I had to explain what was with the scale and the employee had to take it out the box to examine it. After seeing that I wasn’t making it up and that I had just purchase the item the day before, they gave me an option of getting a new product or a refund.

  2. I was working at a call center, when a customer called in because her account was charged twice. She was really upset and starting using foul language. Mind you, i wasn’t the one who handled her account or processed any payments of her payments. As taught in training, I didn’t get upset with her and mirrored her behavior. I told her we apologize for the mistake and that someone would be happy to help her fix the problem. What I should have done, was not interrupt her and let her continue to speak. By then I couldn’t take it anymore, I stopped her mid-sentence and told her I would be happy to get her over to customer service where someone could better assist her in getting money back. I could have remained focused and sound a little more caring.

  3. In my family I deal with all types of diversity. Some members of my family are very religious and believe in Christianity, others are Muslims and pray to a different God. Most of my family are females, while there are only a few males. We all show each other respect no matter what and we don’t try to push our way of living on each others. Sometimes things could get a little explicit, but we’ll tone it down depending on what family members are around just out of respect.


#38

I bought a tablet from an online store and the tablet was damaged and the company didn’t want to replace it. I’m glad I got the warranty with it and I got my money back.
As a cashier I have to deal with customers issues all the time. Whether the customer is right or wrong the cashier should always treat them as if they are right. The ashier is to respect the customer.
Well I find a lot of diversity in my family because of different nationalities and some don’t speak English.


#39

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?

My mom passed away and we were trying to get a flight asap to Suriname. Arriving at the airport we were told that my 9 year old niece couldn’t travel with us because her passport wasn’t 6 months valid. So my sister in law was forced to stay. She ask if she was able to get a refund because she and my niece wasn’t going to travel anymore. The CSW rudely told her no. She decided to call the higher authority and they said that she would get her refund and apologized on behalf of the CSW.

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?

My General Manager was very upset at the kitchen staff members because of the long waiting time.
Not knowing that it was actually the Front counter staff member who were constantly giving out the wrong orders. I was very upset and I approached the situation with a lot of anger.
What I could’ve done differently instead of letting the situation upset me I could have remained objective and calm focusing on achieving results.

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 coworkers, family and friends think they are better then others and they tend to judge and ignore. I am very comfortable with different cultures. I tend to be friends with different people from different cultures and learn about their ways and their culture.


#40

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?
I have had problems with a company online and their shipping before. They would often state something as shipped when it hadn’t been.
I had them resolve it by offering them proof and asking that it not happen again.
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 had to deal with a customer once who had gotten angry at me for throwing away one of our company’s disposable cups he had asked me to refill. I told him it was because of health codes and that he would get a new cup, but he would not stop until I found a manager.
I had used all of the points in this unit and believe that sometimes, people want to be angry no matter what you do or say.
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?
I find a tremendous amount of diversity and I best interact by being friendly, clear, and open


#41
  1. Product defections are particularly irritating since time was already spent in the stages of the buying process, and now additional time must be spent making a return and going through the stages of the buying process once again with the intention of finding an alternative, more reliable product. This situation can be resolved by returning money, applying a store credit, or exchanging the item. Quality customer service, including skills like effective listening and solution collaboration, can also greatly help in fixing the situation and restoring me to relative satisfaction.

Poor customer service is another factor that can greatly influence my day as a consumer. In some extreme instances, special holidays and celebrations can be tarnished or even ruined by poor customer service. Snarkiness, disinterest, and hostility are all examples of poor customer service. Poor service results in the customer not feeling valued or wanted. I will admit, it is difficult for a business to recover in my perception after providing poor customer service. Our natural habit as humans to simply abandon businesses who are not providing quality service in search of competitors who do it better. In fact, this phenomenon is responsible for up to 15% of annual customer loss.

Despite the difficulty of its nature, rectifying the situation is in the best interest of the business. This is because finding a new customer to create demand is five times more expensive than retaining an old customer for repeat business. An apology and a listening ear often go far in these situations. It is important for me to feel listened to and acknowledged as a customer in these communications, since confrontation and dissatisfaction can often lead to feelings of vulnerability.
It is important to me in these interactions that the CSW avoids distraction and interruption.

  1. At a previous restaurant where I worked, I had routine interactions with irate customers who had been subject to poor quality food, slow service, messing up orders, incorrectly charging, neglect, or poor customer service. By the time the customer was speaking to me, multiple negative interactions had occured wherein poor quality customer service was provided.

I used to take their anger and upset extremely personally. I would fight to not burst into tears in front of them, and getting through the conversation without my voice wavering was an impossible dream. After a negative experience between myself and a diner, I would routinely lock myself in the bathroom to cry. I wanted to quit every day. Work became something I wanted to avoid, a place of discomfort where my joy did not thrive.

After completing this course, I understand now that I am solely in control of my experience and the day that I’m going to have at work. I am empowered and can choose to not let situations affect my mood or outlook. I can take a step back from the emotional reaction and realize that other people own their negative feelings; I am not responsible for them.

Getting into this space allows me to regulate my emotions in the moment so that I can serve the customer’s needs and complete my job duties more effectively. No one benefits when I am in a state of panic, fear, or victimhood. Resolution and recovery begin to happen when I step away from hyper-responsibility and choose not to feel guilty for the unhappiness of others.

  1. My neighborhoods, workplaces, churches, activities, and schools have always been full of diversity. Beginning my job at Starbucks proved to be a bit of a culture shock as I got used to providing service to incredibly diverse individuals from all over the world, with all types of different experiences and needs. I find that letting go of my anxiety surrounding new people and embracing the celebration of our differences is key to appreciating diversity. When I take the opportunity to relax, enjoy the reality of diversity, and eagerly seek to learn from it, I am able to interact best with others in spite of our diversity and certain similarities. The realization that we all share many more similarities than differences was foundational to my success in the ever-evolving practice of customer service.